Strategic Support Engineer

Proscia•Philadelphia, PA

2d•Remote

About The Position

Proscia is hiring a Strategic Support Engineer to serve as the technical owner and trusted advisor for a portfolio of its highest-profile customers running mission-critical digital pathology workflows. This is an account-focused role rather than queue-based support: the engineer develops deep knowledge of assigned customer environments and workflows, owns complex issues through resolution, and communicates customer needs and evidence to Engineering and Product. The role operates in an AI-first support organization, using modern tools to investigate, reproduce, and communicate more efficiently while validating AI-generated outputs with sound judgment. The engineer serves as the go-to subject matter expert for assigned accounts, runs customer check-ins and troubleshooting calls, maintains account documentation, monitors cases, and supports the broader queue as needed. They investigate complex issues spanning applications, infrastructure, and integrations; document root causes; and lead fix validation testing. During major incidents, they lead responses and provide timely, clear updates to internal and external stakeholders. The role also includes maintaining technical account health and current technical success plans covering environment architecture, integrations, known risks, recurring issues, upgrade posture, and mitigation actions. The engineer identifies emerging risks and coordinates plans across teams, while partnering with Engineering, Product, Customer Success, Solutions Architects, Implementation Engineers, and Sales to align priorities and customer needs. The position is remote in the USA and reports to the Head of Global Support.

Requirements

Bachelor’s degree in Computer Science, Biomedical Engineering, or a related field, or equivalent professional experience.
At least 5 years of technical support or related experience, focused on large, strategic accounts.
Expertise in digital pathology, healthcare, or related industries, including software and hardware integration and troubleshooting complex issues.
Fluency with AI-assisted workflows, including validating and constraining AI outputs.
Hands-on proficiency with diagnostic, monitoring, and support tools; Linux and Windows environments; networking protocols; and cloud technologies such as AWS, Azure, and Kubernetes.
Strong root-cause analysis, debugging, testing, and validation skills for complex software and infrastructure issues.
Experience mentoring or leading other technical professionals and influencing Engineering, Product, and Technical Operations to prioritize customer needs.
Excellent written and verbal communication skills, with experience managing customer relationships and incident communications.
Ability to manage multiple high-profile accounts, prioritize by business impact, and proactively anticipate customer needs.

Nice To Haves

Experience influencing product or engineering roadmaps using support and customer data.
A point of view on the future of AI in technical support and ideas to put into practice.
Experience in regulated or other mission-critical environments and a background spanning multiple domains.

Responsibilities

Serve as the go-to subject matter expert and technical owner for assigned strategic accounts.
Own customer issues end-to-end, run check-in and troubleshooting calls, maintain account documentation, and monitor cases through resolution.
Back up the broader support queue as needed.
Investigate complex issues across applications, infrastructure, and integrations using AI and modern tooling to reproduce defects and find root causes.
Document investigations thoroughly and lead validation testing for fixes.
Help establish effective AI practices for real customer support work.
Lead major-incident responses, including escalation and clear, timely communication with internal and external stakeholders.
Partner with Engineering, Product, and Customer Success to prioritize customer-relevant fixes and features.
Keep Solutions Architects, Implementation Engineers, and Sales aligned on customer needs.
Own technical account health and maintain a current technical success plan for each assigned account, including architecture, integrations, risks, recurring issues, upgrade posture, and mitigations.
Identify emerging customer risks and drive cross-functional plans before they become customer-impacting incidents.