Staff Technical Support Engineer

Proscia•Philadelphia, PA

20h•Remote

About The Position

As a Staff Technical Support Engineer, you are the most senior technical escalation point within the Support organization. You own Proscia's most complex, high-impact customer issues end-to-end, set the technical bar for the team, and partner directly with Engineering, Product, and Customer Success leadership to influence how Proscia's platform is built, deployed, and supported. This role blends deep hands-on troubleshooting with mentorship, process ownership, and cross-functional influence.

Requirements

8+ years of experience in a Technical Support Engineer role, including senior or lead-level responsibilities
Demonstrated experience owning the technical escalation process end-to-end, from customer request through Engineering and Product resolution, at scale
Proven track record of identifying systemic patterns and driving preventative fixes that measurably reduce downtime and escalations
Experience mentoring, coaching, or leading other support engineers, and shaping team-wide technical standards
Deep knowledge of remote connection methods and troubleshooting techniques across distributed systems
Ability to analyze complex data sets, resolve ambiguous problems, and make high-stakes decisions independently
Strong understanding of network architectures and infrastructure fundamentals
Advanced knowledge of Linux is required
Advanced knowledge of Kubernetes is required
Comfort using AI-powered tools (e.g., for log analysis, root-cause investigation, or knowledge base automation) to accelerate troubleshooting and scale support operations
Ability to translate AI/ML-related customer issues into actionable technical detail for Data Science and Engineering teams

Nice To Haves

Experience influencing product or engineering roadmaps based on customer and support data is strongly preferred
Experience supporting or troubleshooting AI/ML-powered features, including diagnosing model-driven behavior, algorithm output issues, and data or inference pipeline failures, is strongly preferred
Knowledge of digital pathology is a plus
Experience in an AI-driven healthcare, diagnostics, or computational imaging environment is a plus

Responsibilities

Serve as the final technical escalation point for the Support organization, owning the most complex, ambiguous, and business-critical customer issues thru resolution
Lead root-cause investigations that span multiple systems, driving evidence gathering, hypothesis formulation, and reproduction in lab environments for the hardest defects
Define and continuously improve the technical escalation process, establishing best practices for how issues move from customer request to Engineering and Product teams
Act as the primary technical relationship owner for Proscia's Premium and Strategic Support Customers, running executive-level ticket reviews and health check-ins
Partner cross-departmentally with Engineering, Product, and QA to influence roadmap decisions based on patterns identified in customer environments
Identify systemic risks and recurring issues before they escalate, proactively driving fixes that reduce downtime and ticket volume across the customer base
Mentor and coach Technical Support Engineers, leading technical training, pairing sessions, and structured onboarding for new team members
Own and evolve the internal knowledge base, setting documentation standards and auditing quality across the team
Lead complex customer upgrades, migrations, and provisioning efforts, including those involving Kubernetes-based deployments
Analyze support data at scale to identify trends, recommend technical and process changes, and report findings to Support and Engineering leadership
Represent Technical Support in cross-functional planning, providing the voice of the customer during product and infrastructure decisions
Provide proactive, high-touch client communication during critical incidents, including leading live troubleshooting and major incident calls
Maintain deep, current expertise in Proscia's application, infrastructure, and client environments, staying ahead of new releases and features
Contribute to and help shape training materials, career development frameworks, and staffing plans for the Support team
Provide after-hours or on-call support for critical escalations as needed