Staff Technical Support Engineer

Reports to: Head of Global Support

Location: Remote

About the company

The company 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, the company is at the forefront of this revolution. Joining the company 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 problems don’t fit in a ticket. A customer’s platform is misbehaving in ways no error message explains, across environments running different versions, and more than one team already has a theory. Those are the problems that land with you.

As a Staff Technical Support Engineer, you are one of the most senior technical minds in the Support organization. Your job isn’t to be the last line of defense, it’s to get upstream of the queue: to own the company’s hardest customer problems end-to-end, find the systemic faults before they become ticket clusters, and shape how our platform is built, deployed, and supported so the root causes are treated and not just their symptoms.

You set the technical bar for the team and partner directly with Engineering, Product, and Customer Success to make what you learn in the field visible for cross-functional use and feed it back into how the company works beyond the Support organization.

About You

You’re drawn to the hardest, most ambiguous problems in the room: the multi-system ones with no runbook yet, where three teams have three theories and none of them is quite right. You’d rather find a systemic fault before it becomes ten tickets than be the hero who closes them one at a time.

You reason from evidence, not hunches: you gather what the systems actually show, hold competing explanations honestly instead of forcing a tidy story, and follow the thread across code, infrastructure, and live customer environments until the real cause surfaces.

You treat AI as a native part of how you work, leveraging the powerful tools available without losing the edge of human judgement required as you correlate across complex systems, reproduce a defect faster than anyone thought possible, or untangle multiple disparate root causes that others see as a unified whole. You don’t hoard what you learn: every hard-won diagnosis becomes something the whole team can stand on next time.

What You’ll Own

• Get ahead of the fire. Hunt down systemic risks and recurring failure patterns before they surface as a wave of tickets. Read the signals across the customer base at scale, stay ahead of every new release, and drive the fixes that quietly remove whole categories of issues.

• Own the hardest investigations. Take the ambiguous, business-critical, multi-system problems no one else can crack. Gather evidence, form and test hypotheses, reproduce the worst defects in lab environments, and follow the thread across application, infrastructure, and live customer environments until the true root cause is undeniable.

• Shape how the platform is built and supported. Turn field patterns into influence: partner with Engineering, Product, and QA on roadmap decisions, define how issues move from customer to engineering, and carry the voice of the customer into product and infrastructure planning.

• Multiply the team. Make everyone around you better. Mentor and coach engineers, lead technical training and pairing, set the standard for documentation and knowledge quality, and build the onboarding and career frameworks the team grows into.

• Lead the deep deployment work. Run the complex upgrades, migrations, and provisioning efforts where both the technical depth and the stakes are highest and where divergent customer environments fly in the face of runbooks and expectations.

• Be there when it counts. When a critical incident hits, you lead: steady, high-touch customer communication and live troubleshooting on major incident calls.

What You Bring

• 8+ years in technical, customer-facing engineering roles, including senior or lead-level scope.

• A drive to solve difficult problems for their own sake – not just because it’s your job, but because you won’t be satisfied until your own curiosity is sated.

• A track record of getting ahead of problems and spotting systemic patterns, driving preventative fixes that measurably cut escalation volume.

• Comfort in ambiguity: you analyze complex, messy data, make high-stakes calls independently, and stay effective where there’s no runbook yet.

• You’ve owned a technical escalation process end-to-end and at scale from customer request through Engineering and Product.

• Deep troubleshooting across distributed systems, with a strong command of network architecture, infrastructure fundamentals and modern remote-diagnosis techniques.

• Advanced knowledge or expertise in some or all of: Linux, Kubernetes, Docker Compose, and SQL.

• You’ve made AI tools a default part of how you investigate, reason, and build, and you know how to validate and constrain what they produce rather than trust it blindly.

• You raise the bar for teams, not just tickets. You’ve mentored, set technical standards that outlast any single problem, and advocated for customers across the entire org chart.

Nice-to-Haves

• Experience influencing product or engineering roadmaps from support and customer data.

• Knowledge of digital pathology, or experience in healthcare, regulated, or other mission-critical environments where failure has real consequences.

• Open-source work, side projects, or a portfolio that shows how you think and build.

• A background that spans multiple domains — you’ve reinvented yourself before.

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 the company, 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. The company is proud to be an equal opportunity workplace.