Philadelphia, Pennsylvania, United States · Remote OK
Reports to: Head of Global Support Location: Remote, USA About Proscia Proscia is revolutionizing pathology, the last major frontier in healthcare to embrace digital. As a leader in pathology AI software, we are empoweri…
Skills: Technical Support, Digital Pathology, AI-Assisted Workflows, Root Cause Analysis, Incident Management
Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · Remote OK
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Philadelphia, Pennsylvania, United States · On-site
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Serve as the primary technical owner and trusted advisor for high-profile strategic accounts, managing their technical health and resolving complex issues. Lead major incident responses and collaborate with Engineering and Product teams to influence the platform roadmap based on customer needs.
Requires a Bachelor's degree in Computer Science, Biomedical Engineering, or equivalent experience with over 5 years of technical support experience for strategic accounts. Must be proficient in AI-assisted workflows, cloud infrastructure (AWS, Azure, Kubernetes), and have strong debugging skills within healthcare or digital pathology domains.
Reports to: Head of Global Support
Location: Remote, USA
About Proscia
Proscia is revolutionizing pathology, the last major frontier in healthcare to embrace digital. As a leader in pathology AI software, we are empowering pathologists and scientists to transition from traditional microscope-based workflows to digital, AI-driven approaches, unlocking new possibilities in precision medicine.
The digital pathology market is experiencing explosive growth as advances in AI enable unprecedented insights into diseases like cancer. Pathology is central to medicine, and the shift to AI-powered solutions is not just modernizing workflows—it’s transforming how diseases are diagnosed, treated, and understood. Predictions for the future of pathology show a tidal wave of adoption, with experts describing the field as “poised for the next major breakthrough” in healthcare innovation.
Backed by over $100 million in funding from leading healthcare and technology investors, Proscia is at the forefront of this revolution. Joining Proscia means being part of a company at the cutting edge of healthcare innovation, where the possibilities are limitless. With the convergence of AI, precision medicine, and digital pathology, we’re not just changing pathology—we’re redefining what’s possible in medicine.
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.
About You
You think in relationships, not tickets. You'd rather understand a customer's workflow deeply enough to anticipate the next problem than close the current one and move on. You reason from evidence and follow through relentlessly, investigating problems across software, infrastructure, and integrations until the customer has a real answer. You’re the calm voice on a major-incident call and the persuasive one in an internal prioritization debate.
You treat AI as a native part of how you work, reaching for these tools to investigate, reproduce, and communicate faster without losing the human judgment that separates a plausible answer from the right one. You know how to validate and constrain what these tools produce rather than trust them blindly. And you don't hoard what you learn; every diagnosis becomes something the team can stand on next time.
What You’ll Own
What You Bring
Nice-to-Haves
Beyond Just Work
As a company in healthcare, we want our people to be happy and healthy, in and out of the office. In addition to competitive pay, we ensure everyone on our team is supported with savings, schedule, and insurance options that promote long-term health and personal growth.
Our office environment is designed for creativity and agility: with walls as notepads and couches for collaboration. We’re located in the heart of Philadelphia, with views of the city so you can spend your time focusing on what matters most.
At Proscia, we don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. Proscia is proud to be an equal opportunity workplace.
Pathology AI. #1 Best in KLAS. Enterprise-grade intelligence for the decisions that matter most.
Proscia brings enterprise-grade intelligence to pathology, powering precision medicine from discovery to diagnosis. Our Concentriq platform is built for the people behind the most critical decisions in medicine. Pathologists, researchers, and laboratory leaders rely on Proscia to work faster, more accurately, and at scale. 16 of the top 20 pharmaceutical companies and a global laboratory network delivering 8M+ diagnoses annually trust Proscia every day. We are #1 Best in KLAS in the US and Europe, FDA 510(k) cleared, and CE-IVDR certified.
Offices: 1700 Market St, 24th Floor, Philadelphia, Pennsylvania 19103, US
