Technical Support Engineer, Proscia
EMEA
Pathology solutions
Be an early applicant
Pathology solutions
21-100 employees
Be an early applicant
21-100 employees
Company mission
To perfect cancer diagnosis with intelligent software that changes the way the world practices pathology.
Role
Who you are
- 5+ Years of experience in a Technical Support Engineer role, ideally with emphasis on Premium customers
- Experience working end-to-end within a technical escalation process, from customer requests to engineering/product teams
- Proven track record of identifying patterns and recognizing potential issues before they involve Engineering, minimizing downtime and ensuring a seamless customer experience
- Knowledge-base of remote connection methods
- Ability to analyze data, resolve problems, make decisions independently, and work in a team environment
- Understanding of network architectures and basics elements
- Knowledge of Linux is required
- Knowledge of Kubernetes is required
- Knowledge of Digital pathology is a plus
What the job involves
- As a Technical Support Engineer, you will be a member of our Technical Support team within the Customer Experience organization
- You will be responsible for providing exceptional support to our customers when they need it most, across multiple forms of communication
- You will provide advanced technical support to a customer base, including Premium customers, that leverages our full Concentriq enterprise pathology platform
- In this role, you will resolve complex customer problems with new or unusual symptoms
- Your primary responsibility is to identify the root cause of complex issues and provide solutions that meet the unique needs of each customer
- In order to do this, you’ll follow established processes and, where necessary, develop new ones to improve operational efficiency and ensure consistent service deliverability
- Monitor and triage a service desk queue and respond or resolve within agreed upon SLAs
- Review feedback from customers, compiling and analyzing support data, and recommending technical changes as appropriate
- Act as escalation point for a subset of Premium Support Customers, facilitating monthly ticket check-ins
- Debug complex customer issues by attempting to replicate in lab environment and gather necessary evidence to formulate a root cause hypothesis
- Live troubleshooting calls as needed
- Coordinate cross-departmentally to ensure feature requests and bugs are properly communicated
- Perform customer upgrades and assist with basic provisioning
- Establish monthly ticket review meeting cadence with Premium Support Customers
- Have complete ownership of client service requests thru resolution
- Provide proactive client communication to ensure client satisfaction
- Provide documentation of potential software defects
- Maintain on-going knowledge of Proscia’s application and client’s environments
- Contribute to internal knowledge base and share information about technical issues within your team
- Provide feedback on training materials and needs of the team
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 digitalise 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 10 of the top 20 pharmaceutical companies. The company has successfully developed algorithms using commercially available technology that reaches ‘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. 2022 capital is broadening Proscia's portfolio of computational solutions, which in turn should strengthen its market and product leadership.
Steph
Company Specialist at Welcome to the Jungle
Insights
-13% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2024
$9m
SERIES C
Jun 2022
$37m
SERIES C
Total funding: $79.3m
Company benefits
- Medical, dental, vision insurance
- Unlimited PTO
- Retirement plan options
- Commuter benefits
- Company sponsored short- and long-term disability plans
Company values
- Disrespect the Status Quo
- Come Hungry
- Raise the Bar
- Win as a Team
- Do Good
Company HQ
Center City West, Philadelphia, PA
Articles
Leadership
Coleman Stavish
(CTO)Previously worked as an Independent iOS Developer before joining Bombardier Transportation as a Software Engineering Co-op.
David West
(CEO)Prior to founding Proscia, received a Bachelor of Science in Bioengineering and Biomedical Engineering from The Johns Hopkins University.
Nathan Buchbinder
(CPO)Before acting as CPO, served as Vice President of Operations. 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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