Reports to: Head of Global Support

Location: Remote, USA

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

• Own your customers. Serve as the go-to SME for your assigned strategic accounts. Own their issues, run their check-in and troubleshooting calls, maintain the documentation behind them, and monitor cases to keep them moving toward resolution. Back up the broader queue as needed.
• Crack the hard problems, AI-first. Investigate complex, multi-faceted issues across application, infrastructure, and integrations, bringing AI and modern tooling to bear to reproduce defects and reach root cause faster. Then document thoroughly and lead validation testing for the fixes. Set the standard for how the team uses AI in real customer work.
• Lead when it counts. During major incidents, you lead the response: steady, high-touch communication and escalation with clear, timely updates to internal and external stakeholders.
• Shape the product and align the account team. Carry a strong, evidence-based point of view: partner with Engineering, Product, and Customer Success to prioritize the fixes and features that matter most to your customers, and keep Solutions Architects, Implementation Engineers, and Sales aligned on their needs.
• Set customers up to win. Own technical account health. Maintain a current technical success plan for each assigned account, including environment architecture, integrations, known risks, recurring issues, upgrade posture, and mitigation actions. Identify emerging risks early and drive cross-functional plans before they become customer-impacting incidents.

What You Bring

• Bachelor's degree in Computer Science, Biomedical Engineering, or a related field, or equivalent professional experience.
• 5+ years of technical support or related experience, with a focus on large, strategic accounts.
• Expertise in digital pathology, healthcare, or related industries, including how software and hardware integrate, and a track record of troubleshooting complex issues.
• Fluency with AI-assisted workflows: you've made AI a default part of how you investigate and communicate, and you know how to validate and constrain what it produces.
• Hands-on proficiency across diagnostic, monitoring, and support tooling, Linux/Windows environments, networking protocols, and cloud (AWS, Azure, Kubernetes).
• Strong root-cause, debugging, testing, and validation skills for complex software and infrastructure issues.
• Proven experience mentoring or leading other technical professionals, and influencing internal teams (Engineering, Product, Technical Operations) to prioritize customer needs.
• Excellent written and verbal communication, with real experience managing customer relationships and incident communications.
• The ability to manage multiple high-profile accounts at once, prioritizing by business impact and proactively anticipating customer needs.

Nice-to-Haves

• Experience influencing product or engineering roadmaps from support and customer data.
• A point of view on where AI is headed in technical support, and ideas you're eager to put into practice.
• Experience in regulated or other mission-critical environments, and a background that spans multiple domains.

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.