proscia
Staff Technical Support Engineer
Philadelphia, Pennsylvania, United States · Staff+
Sponsorship not specifiedDetected 6 days ago
Distributed SystemsKubernetesLinuxMachine LearningData ScienceAuditingCustomer SuccessCustomer SupportLeadershipCommunicationMentoring
About the role
- This role blends deep hands-on troubleshooting with mentorship, process ownership, and cross-functional influence.
Responsibilities
- Serve as the final technical escalation point for the Support organization, owning the most complex, ambiguous, and business-critical customer issues thru resolution
- Lead root-cause investigations that span multiple systems, driving evidence gathering, hypothesis formulation, and reproduction in lab environments for the hardest defects
- Partner cross-departmentally with Engineering, Product, and QA to influence roadmap decisions based on patterns identified in customer environments
- Mentor and coach Technical Support Engineers, leading technical training, pairing sessions, and structured onboarding for new team members
- Own and evolve the internal knowledge base, setting documentation standards and auditing quality across the team
- Lead complex customer upgrades, migrations, and provisioning efforts, including those involving Kubernetes-based deployments
- Analyze support data at scale to identify trends, recommend technical and process changes, and report findings to Support and Engineering leadership
- Represent Technical Support in cross-functional planning, providing the voice of the customer during product and infrastructure decisions
- Maintain deep, current expertise in Proscia's application, infrastructure, and client environments, staying ahead of new releases and features
- Contribute to and help shape training materials, career development frameworks, and staffing plans for the Support team
Requirements
- 8+ years of experience in a Technical Support Engineer role, including senior or lead-level responsibilities
- Strong understanding of network architectures and infrastructure fundamentals
- Advanced knowledge of Linux is required
- Advanced knowledge of Kubernetes is required
Benefits
- Act as the primary technical relationship owner for Proscia's Premium and Strategic Support Customers, running executive-level ticket reviews and health check-ins
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This listing is sourced directly from proscia's careers page and normalized into a canonical job model.