Strategic Support Engineer

Job Summary

Owning the technical relationship for a portfolio of high-profile customers, the full-time Strategic Support Engineer will troubleshoot complex issues, lead major incident responses, and collaborate with cross-functional teams to enhance product alignment and customer success in a remote environment.

Key responsibilities

• Serve as the subject matter expert for assigned strategic accounts, managing issues and facilitating communication
• Investigate and resolve complex issues using AI and modern tooling, documenting findings and leading validation testing
• Lead response efforts during major incidents, providing clear updates to stakeholders and ensuring technical account health

Required qualifications

• Bachelor's degree in Computer Science, Biomedical Engineering, or a related field, or equivalent professional experience
• 5+ years of technical support experience focused on large, strategic accounts
• Expertise in digital pathology or healthcare, with a strong understanding of software and hardware integration
• Hands-on proficiency in diagnostic, monitoring, and support tools across various environments, including cloud platforms
• Proven experience in mentoring technical professionals and influencing internal teams to prioritize customer needs