Remote opportunity at
ProsciaStaff Technical Support Engineer
Proscia is searching for a remote Staff Technical Support Engineer to join its global support team, reporting directly to the Head of Global Support. Proscia operates…
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About This Role
Proscia is searching for a remote Staff Technical Support Engineer to join its global support team, reporting directly to the Head of Global Support. Proscia operates as a leader in pathology AI software, developing technology that enables scientists and pathologists to transition from traditional microscopes to digital workflows for precision medicine. In this position, you will function as one of the most senior technical minds within the support organization. Rather…
Job Description
Proscia is searching for a remote Staff Technical Support Engineer to join its global support team, reporting directly to the Head of Global Support. Proscia operates as a leader in pathology AI software, developing technology that enables scientists and pathologists to transition from traditional microscopes to digital workflows for precision medicine.
In this position, you will function as one of the most senior technical minds within the support organization. Rather than handling routine tickets, you will focus on resolving the most complex, ambiguous, and multi-system customer challenges end-to-end. Your role involves identifying systemic failures before they create ticket clusters, leading high-touch customer communication during critical incidents, driving complex migrations and upgrades, and collaborating directly with Engineering, Product, and QA teams to influence the product roadmap. The ideal candidate thrives on tough analytical puzzles, relies on objective evidence, integrates AI tools into their investigative workflows, and acts as a mentor to elevate the technical standard of the entire team.
Proscia provides competitive compensation alongside insurance, savings, and schedule options designed to support long-term health and personal growth. The company is an equal opportunity workplace that celebrates diversity.
Responsibilities
- Hunt down systemic risks and recurring failure patterns across the customer base before they turn into ticket waves
- Own and investigate the most ambiguous, critical, and multi-system technical problems from end to end
- Reproduce difficult software defects in lab environments by testing hypotheses across applications and infrastructure
- Partner with Engineering, Product, and QA to feed field patterns into roadmap decisions and platform improvements
- Mentor engineers, lead technical training sessions, establish documentation standards, and build onboarding frameworks
- Execute complex software upgrades, migrations, and provisioning tasks for divergent customer environments
- Lead live troubleshooting sessions and provide steady, high-touch communication during major customer incidents
Requirements
- At least 8 years of experience in technical, customer-facing engineering roles with senior or lead-level scope
- Proven track record of spotting systemic patterns and implementing preventative fixes that reduce escalation volume
- Demonstrated ability to make high-stakes, independent decisions under ambiguity without a runbook
- Experience managing a technical escalation process end-to-end between customers, Engineering, and Product
- Deep troubleshooting expertise across distributed systems, including network architecture and infrastructure fundamentals
- Advanced knowledge or proficiency in Linux, Kubernetes, Docker Compose, and SQL
- Habitual use of AI tools for investigation and reasoning while maintaining human judgment for validation
Qualifications
- Experience influencing engineering or product roadmaps using support data and customer feedback
- Background knowledge in digital pathology, healthcare, or other mission-critical and regulated environments
- Portfolio of open-source work, side projects, or examples demonstrating personal problem-solving approaches
- A multidisciplinary career background involving past reinventions
Core Skills
Benefits
- Competitive pay
- Insurance options designed to promote long-term health
- Savings support
- Flexible schedule options supporting personal growth
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting explicitly lists the location as remote and reports to the Head of Global Support.
What is the employment type?
The job posting indicates that this is a full-time role.
What salary does Proscia offer for this role?
The salary is not stated in the source posting, though it mentions competitive pay.
How many years of experience are required?
The role requires 8 or more years of experience in technical, customer-facing engineering roles, including senior or lead-level scope.
Sample Interview Questions
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