Senior Customer Operations Specialist, Proximie
+ Annual bonus
More information about location
Virtual collaboration for clinicians
Be an early applicant
Virtual collaboration for clinicians
21-100 employees
Be an early applicant
+ Annual bonus
More information about location
21-100 employees
Company mission
Proximie's mission is to save lives by sharing the world's best clinical practices.
Role
Who you are
- BA/BS degree
- Minimum of 5+ years’ experience providing Tier 1 and Tier 2 technical support, with a strong track record of triaging and resolving both software and hardware issues
- Hands-on experience managing incident and ticket queues, ensuring timely prioritization, escalation, and closure
- Ability to translate complex technical issues (e.g., networking, audio/video, authentication) into clear, actionable explanations for end-users, commercial teams, and other stakeholders
- Detail-oriented approach to documenting issues, diagnostic steps, and resolutions to ensure accuracy and knowledge sharing
- Familiarity with monitoring and diagnostic tools (e.g., Salesforce (or equivalent CRM), WatchRTC, New Relic) and the ability to interpret performance data to support root-cause analysis
- Strong knowledge of networking fundamentals, including TCP/UDP, IP addressing, DNS, firewalls, and whitelisting, with proven ability to troubleshoot connectivity issues in enterprise environments
- Knowledge of AWS services and cloud infrastructure fundamentals. An AWS certification is a big plus
- Knowledge and experience of healthcare and more specifically, heath system integrations / EHR integrations would be highly desirable
- Experience working in cross-functional and globally distributed teams, coordinating with technical, commercial, and engineering teams across multiple time zones
- Flexibility to provide customer support outside standard business hours, acting as a primary support resource for US-based commercial teams and adaptable to cover urgent global needs when required
What the job involves
- As Proximie continues to grow across the US, we have an immediate need for a Senior Customer Operations Specialist to join our global support team
- Reporting to the Head of Customer Support based in London, this role will be responsible for delivering Tier 1 and Tier 2 technical support to users of Proximie’s products and services, primarily across the US, with additional global coverage as required
- You’ll work closely with customers and technical teams to diagnose and resolve technical and administrative issues in real time, escalating to Tier 3 (engineering) teams in the UK and Lebanon when necessary
- In addition to supporting end-users directly, you’ll also handle indirect support requests raised by our US commercial teams on behalf of customers requiring close coordination, context gathering, and issue ownership through resolution
- As you will be the primary support point of contact for the US commercial teams, the ability to look around corners and catch potential issues before they arise is key
- We are seeking a technically capable and hands-on support professional who brings strong troubleshooting skills and clear, confident communication
- You should be comfortable working independently, able to triage incoming requests quickly, and apply critical thinking to assess when to escalate
- We are looking for a dynamic problem solver who can act with urgency, while also building strong working relationships with both internal teams and customer-facing stakeholders
- Provide responsive Tier 1 and Tier 2 support to end-users via service desk, email, video conferencing, and chat, with a strong focus on diagnosing audio/video, hardware, installation, networking, and platform-related issues
- Act as the primary support contact for the US commercial team handling requests raised directly by customers or indirectly on their behalf
- Triage incoming issues efficiently, applying independent judgment and critical thinking to assess severity, resolve when possible, and escalate to Tier 3 as needed
- Own cases end-to-end, from intake through resolution, ensuring clear documentation of technical details, troubleshooting steps, and outcomes in the ticketing system
- Collaborate closely with US-based technical staff and global engineering teams in the UK and Lebanon to resolve escalated cases and share insights for platform improvement
- Monitor and meet customer SLAs, maintaining high standards of service quality and responsiveness under time-sensitive conditions
- Utilize monitoring and diagnostic tools (e.g. , Salesforce, WatchRTC, New Relic) to investigate issues and provide data-driven feedback to internal teams
- Contribute to the evolution of support processes by proactively identifying recurring issues, recommending workflow improvements, and sharing technical knowledge with peers
Our take
When someone has to go to a hospital, they expect to hand themselves fully over to the doctors and nurses and be in good, safe hands. Unfortunately, due to a variety of factors, not every hospital can offer the best. That is why Proximie, a global health-tech startup was founded in 2016, to take the lead in democratizing surgical skill and reduce variations in quality and care.
Due to Proximie’s platform, collaborative intraoperative guidance is transforming healthcare worldwide. Augmented reality is far more beneficial to delicately and precisely cover voice and video chat. Proximie can be used without headsets and other equipment getting in the way or being cumbersome, and all that is needed is a phone or tablet.
Proximie is rapidly growing in the global healthcare AI market, which will is estimated to grow to $188 billion by 2030. COVID-19 reduced international travel for surgeons, and the company had a 430% increase in usage, with 6,000 live surgeries in 2020. Contracts with medical device companies now provide access to 90% of the operating rooms and cath labs in the EU and US. Proximie collaborates with major medical device companies including J&J, Medtronic, Abbott, Stryker, Smith & Nephew, and Corin as well as in US & UK health systems such as Advent Health, HCA, and the NHS.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jun 2022
$80m
SERIES C
Apr 2021
$38m
SERIES B
Total funding: $129m
Company benefits
- Bi-annual bonus programme – based on individual contribution and company performance
- Full private medical cover (optional)
- Central London location near Oxford Circus
- Career advancement opportunities
- Well being days annually and volunteer days
- Summer Fridays
Company HQ
Marylebone, London, UK
Leadership
Plastic Surgeon at NHS and Faculty member of Singularity University.
Salary benchmarks
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