Head of Technical Support, Proscia
Technical Support
Rewiring pathology for precision medicine
Be an early applicant
Rewiring pathology for precision medicine
101-200 employees
Be an early applicant
101-200 employees
Company mission
To accelerate pathology's transition from microscope to images, and to use that data to change the way we think about cancer.
Role
Who you are
- Extensive leadership experience in Enterprise SaaS environments, ideally in a regulated industry
- Experience leading a team responsible for high-touch, Premium level Support
- Strong technical credibility, with prior experience as a Support Engineer or leading technical support teams
- Proven leadership experience (5+ years) managing and developing high-performing support organizations
- Demonstrated ability to lead in a mature, metrics-driven environment, using data to inform decisions and improvements
- Experience operating as both a people manager and strategic leader, balancing team development with long-term organizational planning
- Track record of optimizing established processes, systems, and teams
- Ability to lead effectively in a globally distributed organization across all timezones
- Strong cross-functional collaboration skills and ability to influence stakeholders at all levels
- Humble, servant leadership mindset with a focus on empowering teams and driving collective success
What the job involves
- As the Head of Technical Support, you will lead and evolve Proscia’s global Technical Support organization within a well-established, high-performing environment
- Our support function operates with defined processes, clear performance metrics, and a seasoned team of professionals committed to delivering exceptional customer outcomes
- This role requires a leader who can operate at both a strategic and operational level, guiding and developing a mature organization while continuously elevating performance, scalability, and customer experience
- You will be responsible for optimizing an already strong foundation, ensuring the team continues to deliver proactive, high-quality support that drives customer trust, retention, and long-term success
- Own and evolve the strategic vision for Proscia’s global Technical Support organization, building on a mature operational foundation
- Lead and develop a distributed team of experienced Support Engineers, fostering a high-performance, accountable, and customer-centric culture
- Balance people leadership with strategic thinking, ensuring team growth, engagement, and long-term organizational effectiveness
- Continuously refine support strategy, including prioritization, investment planning, and scalability to meet growing customer and business needs
- Leverage established KPIs (e.g., SLAs, CSAT, response/resolution times) to drive performance, identify trends, and implement data-driven improvements
- Partner with Customer Experience leadership on budget planning, capacity modeling, and resource allocation to maintain service excellence at scale
- Collaborate cross-functionally with Product, Engineering, TechOps, and Customer-facing teams to improve product quality, reduce support burden, and enhance customer experience
- Serve as the final escalation point for critical customer issues, owning executive-level communication both internally and externally, leading root cause analyses efforts, and ensuring timely, high-quality resolution and follow-through
- Identify opportunities to optimize workflows, tooling, and automation to improve efficiency and proactive support capabilities
- Champion a culture of continuous improvement, using metrics and feedback loops to raise the bar on service delivery and operational excellence
- Ensure consistency and quality of support across global regions and time zones
Our take
Data suggests that whilst the number of people with cancer is expected to rise by 47% by 2040, the number of pathologists in the United States will decline by 17.53%. For this reason, there is a need to digitise pathology. Proscia uses computing, visualisation and machine learning to aid pathologists towards diagnosing cancers.
Proscia is very well positioned in the explosive medicine market, with its services currently being used by 16 of the top 20 pharmaceutical companies. The company has successfully developed algorithms using commercially available technology that reach ‘substantial agreement’ with the human read, thereby cementing itself as a rare and much-needed solution to the declining access to human pathologists.
Previous funding rounds saw Proscia launch new products, such as an automated quality control application that improves the efficiency of data-driven drug development. And new 2025 capital will accelerate the broader adoption ofits AI-powered pathology platform, allowing Proscia to weave AI more deeply into core workflows, expand its reach across pharmaceutical and diagnostic organizations, and help pathologists deliver faster, more precise insights at scale.
Steph
Company Specialist at Welcome to the Jungle
Insights
-13% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2025
$50m
LATE VC
Mar 2024
$9m
SERIES C
Total funding: $129.3m
Company benefits
- Medical, dental, vision insurance
- Unlimited PTO
- Retirement plan options
- Commuter benefits
- Company sponsored short- and long-term disability plans
Company HQ
Center City West, Philadelphia, PA
Leadership
Coleman Stavish
(Co-Founder & CTO)Previously worked as an Independent iOS Developer before joining Bombardier Transportation as a Software Engineering Co-op.
David West
(Co-Founder & CEO)Prior to co-founding Proscia, received a Bachelor of Science in Bioengineering and Biomedical Engineering from The Johns Hopkins University.
Nathan Buchbinder
(Co-Founder & CSO)Previously co-invented Design Team: The Cooling Cure and has been a Team Leader for Biliary and Pulmonary Brush Biopsy and Sleep Apnea Monitor Development.
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