📍 Job Overview

Job Title: Technical Support Engineer, EMEA
Company: Proscia
Location: Dublin, Leinster (Remote)
Job Type: Other
Category: Technical Support
Date Posted: 2025-08-01
Experience Level: 5-10 years
Remote Status: Remote OK

🚀 Role Summary

Proscia is revolutionizing pathology, empowering pathologists and scientists to transition from traditional microscope-based workflows to digital, AI-driven approaches. As a Technical Support Engineer, EMEA, you will be a critical part of the Customer Experience organization, providing advanced technical support to customers using the full Concentriq enterprise pathology platform. Your primary responsibility will be to identify the root cause of complex issues and provide solutions that meet the unique needs of each customer.

📝 Enhancement Note: This role requires a strong technical background in networking, telecommunications, or computer science, with a proven track record in tier 3 technical support. Familiarity with Linux, Kubernetes, Docker Compose, and AI is essential for success in this role.

💻 Primary Responsibilities

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
Establish monthly ticket review meeting cadence with Premium Support Customers
Have complete ownership of client service requests through resolution
Provide proactive client communication to ensure client satisfaction
Provide documentation of potential software defects
Maintain ongoing knowledge of Proscia’s application and client’s environments
Contribute to internal knowledge base and share information about technical issues within your team
Assist with call escalations
Provide feedback on training materials and needs of the team
Provide phone support and/or live troubleshooting calls as needed

🎓 Skills & Qualifications

Education: A degree in one of more of the following areas: Networking, Telecommunications, or Computer Science

Experience: 5+ years of experience in a tier 3 Technical Support Engineer role

Required Skills:

Proven track record of identifying patterns and recognizing potential issues before they involve Engineering, minimizing downtime and ensuring a seamless customer experience
Knowledge of remote connection methods
Ability to analyze data, resolve problems, make decisions independently, and work in a team environment
Understanding of network architectures and basic elements
Knowledge of Linux, Kubernetes, and Docker Compose
AI experience required
Digital pathology knowledge is a plus

Preferred Skills:

Experience working end-to-end within a technical escalation process, from customer requests to engineering/product teams

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills and experience in a tier 3 technical support role
Showcase your ability to analyze data and make independent decisions
Highlight your understanding of network architectures and basic elements
Display your proficiency in Linux, Kubernetes, and Docker Compose
Include examples of your AI experience and how you've applied it to solve complex problems

Technical Documentation:

Provide documentation of potential software defects you've encountered and how you've resolved them
Include case studies of customer issues you've successfully debugged and resolved
Showcase your ability to maintain ongoing knowledge of Proscia’s application and client’s environments

💵 Compensation & Benefits

Salary Range: €60,000 - €80,000 per year (Based on market research for technical support roles in Dublin with 5-10 years of experience)

Benefits:

Competitive pay
Health, savings, and insurance options that promote long-term health and personal growth
Opportunities for professional development and growth within the company

Working Hours: 40 hours per week, with flexible scheduling to accommodate customer needs

📝 Enhancement Note: The salary range provided is an estimate based on market research for technical support roles in Dublin with 5-10 years of experience. Proscia offers competitive benefits and opportunities for professional development and growth within the company.

🎯 Team & Company Context

Industry: Healthcare technology, specifically digital pathology and AI

Company Size: Medium (101-500 employees)

Founded: 2014

Team Structure:

The Technical Support team is part of the Customer Experience organization
You will work closely with cross-functional teams, including Engineering and Product, to ensure feature requests and bugs are properly communicated
The team is responsible for providing advanced technical support to customers using the full Concentriq enterprise pathology platform

Development Methodology:

Proscia follows Agile methodologies, with a focus on continuous improvement and customer satisfaction
The company values data-driven decision making and encourages a culture of innovation and experimentation

Company Website: Proscia

📝 Enhancement Note: Proscia is a fast-growing healthcare technology company that values innovation, collaboration, and customer focus. The company's culture emphasizes continuous learning and improvement, making it an excellent fit for motivated and driven technical support professionals.

📈 Career & Growth Analysis

Technical Support Engineer, EMEA is a mid-level role within the Customer Experience organization at Proscia. In this role, you will have the opportunity to work on complex technical issues, collaborate with cross-functional teams, and drive customer satisfaction. This role offers significant growth potential, with opportunities to advance to senior technical support roles or move into other areas of the business, such as Customer Success or Technical Account Management.

Reporting Structure: This role reports directly to the Manager, Technical Support, EMEA

Technical Impact: As a Technical Support Engineer, EMEA, you will have a direct impact on customer satisfaction and the overall success of the Concentriq enterprise pathology platform. Your ability to identify and resolve complex issues will be critical to ensuring that customers have a seamless and positive experience with Proscia's products.

🌐 Work Environment

Office Type: Remote-friendly, with a focus on collaboration and communication

Office Location(s): Dublin, Leinster (Remote)

Workspace Context:

As a remote-friendly company, Proscia values flexibility and work-life balance
The company provides the necessary tools and resources for remote work, including access to virtual collaboration platforms and secure remote access to customer environments
Proscia fosters a culture of open communication and encourages team members to connect and engage with one another, regardless of location

Work Schedule: Flexible scheduling to accommodate customer needs, with a focus on providing exceptional support within agreed upon SLAs

📝 Enhancement Note: Proscia's remote-friendly work environment offers a unique opportunity for technical support professionals to balance work-life responsibilities while providing exceptional customer support to a global customer base.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen to assess technical skills and cultural fit
Technical assessment, including hands-on exercises and problem-solving scenarios
Final interview with the hiring manager to discuss career growth and expectations

Portfolio Review Tips:

Highlight your problem-solving skills and experience in a tier 3 technical support role
Include examples of your ability to analyze data and make independent decisions
Showcase your understanding of network architectures and basic elements
Demonstrate your proficiency in Linux, Kubernetes, and Docker Compose
Include case studies of customer issues you've successfully debugged and resolved

Technical Challenge Preparation:

Brush up on your Linux, Kubernetes, and Docker Compose skills
Familiarize yourself with Proscia's products and services, as well as the digital pathology industry
Prepare for hands-on exercises and problem-solving scenarios that may involve debugging, troubleshooting, and data analysis

ATS Keywords: Technical Support, Networking, Telecommunications, Computer Science, Problem Solving, Data Analysis, Linux, Kubernetes, Docker Compose, Digital Pathology, AI

📝 Enhancement Note: Proscia's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit. By preparing thoroughly and showcasing your relevant experience and skills, you'll increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: N/A (This role focuses on technical support, not frontend development)

Backend & Server Technologies:

Linux (required)
Kubernetes (required)
Docker Compose (required)

Development & DevOps Tools:

N/A (This role focuses on technical support, not development or DevOps)

📝 Enhancement Note: As a Technical Support Engineer, EMEA, you will be working with Proscia's backend and server technologies, including Linux, Kubernetes, and Docker Compose. Familiarity with these technologies is required for success in this role.

👥 Team Culture & Values

Technical Support Values:

Customer focus: Proscia values exceptional customer support and strives to exceed customer expectations in every interaction
Collaboration: The Technical Support team works closely with cross-functional teams, including Engineering and Product, to ensure feature requests and bugs are properly communicated
Continuous improvement: Proscia encourages a culture of innovation and experimentation, with a focus on continuous learning and improvement
Accountability: Technical Support Engineers are responsible for complete ownership of client service requests through resolution

Collaboration Style:

Cross-functional integration: The Technical Support team works closely with other teams, including Engineering and Product, to ensure feature requests and bugs are properly communicated
Code review culture: Proscia values collaboration and knowledge sharing, with a focus on continuous learning and improvement
Knowledge sharing: Technical Support Engineers are encouraged to contribute to the internal knowledge base and share information about technical issues within their team

📝 Enhancement Note: Proscia's culture emphasizes customer focus, collaboration, and continuous improvement. As a Technical Support Engineer, EMEA, you will have the opportunity to work with a talented and dedicated team, driving customer satisfaction and the overall success of the Concentriq enterprise pathology platform.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Resolving complex customer problems with new or unusual symptoms
Identifying the root cause of technical issues and providing solutions that meet the unique needs of each customer
Keeping up with the latest developments in digital pathology and AI, and applying them to customer support scenarios

Learning & Development Opportunities:

Opportunities to advance to senior technical support roles or move into other areas of the business, such as Customer Success or Technical Account Management
Access to training materials and resources to support your professional development and growth
The chance to work with a diverse and talented team, learning from your colleagues and contributing to the company's success

📝 Enhancement Note: As a Technical Support Engineer, EMEA, you will face complex technical challenges and have the opportunity to learn and grow within the role. Proscia offers a supportive and collaborative work environment, with opportunities for professional development and growth.

💡 Interview Preparation

Technical Questions:

Describe a complex technical issue you've resolved in a previous role, and how you identified the root cause and provided a solution
How do you approach learning new technologies and applying them to customer support scenarios?
Can you walk me through your problem-solving process, using a specific example from your previous experience?

Company & Culture Questions:

Why are you interested in joining Proscia, and what do you hope to contribute to the team?
How do you handle working remotely, and what strategies do you use to stay connected and engaged with your team?
Proscia is growing rapidly and changing the world of digital pathology. How do you thrive in a dynamic and fast-paced environment?

Portfolio Presentation Strategy:

Highlight your problem-solving skills and experience in a tier 3 technical support role
Include examples of your ability to analyze data and make independent decisions
Showcase your understanding of network architectures and basic elements
Demonstrate your proficiency in Linux, Kubernetes, and Docker Compose
Include case studies of customer issues you've successfully debugged and resolved

📝 Enhancement Note: Proscia's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit. By preparing thoroughly and showcasing your relevant experience and skills, you'll increase your chances of success in the interview process.

📌 Application Steps

To apply for this Technical Support Engineer, EMEA position at Proscia:

Submit your application through the application link provided in the job listing
Prepare a portfolio showcasing your problem-solving skills, experience in a tier 3 technical support role, and proficiency in Linux, Kubernetes, and Docker Compose
Brush up on your technical skills and familiarize yourself with Proscia's products and services, as well as the digital pathology industry
Prepare for the interview process, including hands-on exercises, problem-solving scenarios, and company-specific questions

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Proscia before making application decisions.

Technical Support Engineer, EMEA