Technical Support Engineer, Digital Diagnostics (DDx)

PathAI's mission is to improve patient outcomes with AI-powered pathology. Our platform promises substantial improvements to the accuracy of diagnosis and the efficacy of treatment of diseases like cancer, leveraging modern approaches in machine learning. Our team, comprising diverse employees with a wide range of backgrounds and experiences, is passionate about solving challenging problems and making a huge impact.

We're looking for a Technical Support Engineer, Digital Diagnostics (DDx) to join our team and help support our digital diagnostics customers, including our commercially deployed AI product portfolio and Digital Pathology Image Management System, AISight. Although experience is important, we weigh a heavy emphasis on cultural fit within the organization, a hunger to learn both our business and customers, and a drive to move us forward in this rapidly evolving industry. We are looking for someone that is well versed in SaaS technical support, Lab/IT Connectivity Integrations and is technically competent, has a sense of drive and an aptitude for learning quickly in a complex space.

Technical Support 

• Provide hands-on ‘level 2’ technical support during and after go-live for all customers.
• Act as an escalation point for complex technical issues for the Implementation and Customer Success team members, engaging internal SMEs as needed.
• On-Call Support: Support external clients as an application expert/escalation point for our support team. (Including an on-call rotation)
• Ongoing maintenance and management of data and workflow within selected ITSM tool (Jira/Zendesk)
• Manage global L1 support team performance, QA, and training
• Writing knowledge base (KB) articles + runbooks for internal knowledge and L1 global support training
• Participate in a rotating schedule to provide off-hours (EST) technical support as a shared responsibility

Complaint Handling

• Receive, document, triage and respond to customer complaints related to regulated medical devices
• Conduct initial investigations to gather necessary information and determine reportability to applicable regulatory authorities
• Ensure complaints and reporting are conducted in compliance with regulatory requirements (e.g., FDA, EU IVDR, ISO 13485).
• Coordinate with technical teams and other departments to resolve complaints efficiently, performing root cause analysis and next steps with stakeholders
• Maintain detailed records of complaint investigations, actions taken, and resolutions.
• Prepare and submit adverse event and incident reports (i.e. FDA Medical Device Reports and EU Vigilance Reports) to regulatory bodies as required.
• Conduct complaints trending and recommend corrective actions- hosting regular meetings to review this information.
• Support internal audits related to complaint handling processes.

• An education in the field of IT, Computer Science, Engineering, or similar
• 3+ years of experience as a technical support engineer, or similar role in customer or application support
• Experience working with Cloud-based SaaS products, AWS and regulated medical device products
• Familiarity with HL7 interface implementation is required
• Proven track record of consistently meeting or exceeding service level agreements (SLAs) on technical support tickets through effective prioritization and efficient communication
• Experience deploying and servicing Virtual Machines (VM) such as AWS Data Sync to facilitate data transfer in client environments
• Experience utilizing infrastructure and application monitoring tools (ie. DataDog) to troubleshoot complex technical issues
• Familiarity with version control systems such as GitExperience handling difficult customers or situations and can demonstrate resolutions
• Project management experience, and strong communication skills in a customer-facing setting
• A strong understanding of our business and products, and an ability to research/self-start in areas that require learning
• Hands-on experience with market-leading LIS, laboratory information systems, (ie. Epic Beaker, Novopath, Cerner Millenium, LigoLabs, Meditech, Orchard, CLINISYS etc. ) is preferred
• Travel (<10%)
• Preferred: Experience in a regulated industry, including post-market activities (e.g. complaints, adverse event reporting)
• Nice to have: written and spoken proficiencies in other languages (French, Spanish, German, Portuguese etc.)

Note: experience with programming languages is a plus, but not required to complete daily tasks 

At PathAI, we are looking for individuals who are team players, are willing to do the work no matter how big or small it may be, and who are passionate about everything they do. If this sounds like you, even if you may not match the job description to a tee, we encourage you to apply. You could be exactly what we're looking for. 

PathAI is an equal opportunity employer, dedicated to creating a workplace that is free of harassment and discrimination. We base our employment decisions on business needs, job requirements, and qualifications — that's all. We do not discriminate based on race, gender, religion, health, personal beliefs, age, family or parental status, or any other status. We don't tolerate any kind of discrimination or bias, and we are looking for teammates who feel the same way.