Technical Support Engineer

Proscia

full-time

Posted on: 9/21/2025

Origin: • 🇺🇸 United States

✨ AI Apply

Mid-LevelSenior

DockerKubernetesLinux

About the role

Monitor 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
Coordinate cross-departmentally to ensure feature requests and bugs are properly communicated
Debug customer issues by attempting to replicate in lab environment and gather necessary evidence to formulate a root cause hypothesis
Perform customer upgrades and assist with basic provisioning
Assist customers in implementing solutions to service requests
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
Provide call escalations and/or live troubleshooting as needed

5+ Years of experience in a tier 3 Technical Support Engineer role
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
Knowledge-base of remote connection methods
Ability to troubleshoot and resolve previously unknown problems
Ability to 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 Docker Compose is required
AI Experience required
Knowledge of Digital pathology is a plus