Strategic Support Engineer

Proscia•Philadelphia, PA

11h•Remote

About The Position

About the Role Some customers don't file a ticket and wait. They pick up the phone and expect the person on the other end to already understand their environment and workflows. Those are your customers. Proscia’s most strategic accounts run mission-critical digital pathology at scale, and they turn to one person who owns the technical relationship end-to-end. As a Strategic Support Engineer, you are the technical owner and trusted advisor for a portfolio of Proscia’s highest-profile customers. This isn't queue work. You know your accounts better than anyone, drive their hardest issues to resolution, and carry what you learn back to Engineering and Product so the platform evolves to meet what your customers need. You do it in an AI-first support organization, using modern tooling to move faster than the role previously allowed.

Requirements

Bachelor’s degree in Computer Science, Biomedical Engineering, or a related field, or equivalent professional experience.
5+ years of technical support or related experience, with a focus on large, strategic accounts.
Expertise in digital pathology, healthcare, or related industries, including how software and hardware integrate, and a track record of troubleshooting complex issues.
Fluency with AI-assisted workflows: you've made AI a default part of how you investigate and communicate, and you know how to validate and constrain what it produces.
Hands-on proficiency across diagnostic, monitoring, and support tooling, Linux/Windows environments, networking protocols, and cloud (AWS, Azure, Kubernetes).
Strong root-cause, debugging, testing, and validation skills for complex software and infrastructure issues.
Proven experience mentoring or leading other technical professionals, and influencing internal teams (Engineering, Product, Technical Operations) to prioritize customer needs.
Excellent written and verbal communication, with real experience managing customer relationships and incident communications.
The ability to manage multiple high-profile accounts at once, prioritizing by business impact and proactively anticipating customer needs.

Nice To Haves

Experience influencing product or engineering roadmaps from support and customer data.
A point of view on where AI is headed in technical support, and ideas you’re eager to put into practice.
Experience in regulated or other mission-critical environments, and a background that spans multiple domains.

Responsibilities

Own your customers. Serve as the go-to SME for your assigned strategic accounts.
Own their issues, run their check-in and troubleshooting calls, maintain the documentation behind them, and monitor cases to keep them moving toward resolution.
Back up the broader queue as needed.
Crack the hard problems, AI-first. Investigate complex, multi-faceted issues across application, infrastructure, and integrations, bringing AI and modern tooling to bear to reproduce defects and reach root cause faster.
Document thoroughly and lead validation testing for the fixes.
Set the standard for how the team uses AI in real customer work.
Lead when it counts. During major incidents, you lead the response: steady, high-touch communication and escalation with clear, timely updates to internal and external stakeholders.
Shape the product and align the account team. Carry a strong, evidence-based point of view: partner with Engineering, Product, and Customer Success to prioritize the fixes and features that matter most to your customers, and keep Solutions Architects, Implementation Engineers, and Sales aligned on their needs.
Set customers up to win. Own technical account health.
Maintain a current technical success plan for each assigned account, including environment architecture, integrations, known risks, recurring issues, upgrade posture, and mitigation actions.
Identify emerging risks early and drive cross-functional plans before they become customer-impacting incidents.