Paige is revolutionizing the way pathologists work by bringing confidence to cancer diagnosis. Our novel AI applications support pathologists in each step of the diagnostic process, offering unrivalled insights to transform cancer care.
Our AI is built on one of the largest and most diverse datasets in pathology, including data from over 1,000 institutions around the globe. This helped us to receive the first ever FDA approval for an AI product in pathology. Paige has also received FDA-clearance for our digital viewer, FullFocus®, and CE-IVD and UKCA clearance for our diagnostic AI in prostate and breast cancer.
Paige has created a single solution to labs’ biggest pain points, supporting them in delivering more efficient diagnoses to better support their patients. Our web-based software platform puts advanced digital pathology tools together with Paige and third-party AI into the hands of pathologists, while maintaining the highest security and safety standards.
Headquartered in New York with an expansive global footprint, Paige is developing and delivering a new generation of solutions to support labs of all shapes and sizes. Our team is guided by our mission to transform the world of cancer care and pioneer the path forward in the burgeoning industries of digital pathology and AI.
We are seeking a Customer Support Engineer to join Paige’s Implementation and Customer Success team.
In this role, you’ll be part of the Implementation and Customer Success team driving the successful adoption digital pathology and AI with customers and partners on a global scale.
You will be responsible for the day-to-day support of customers and interfacing with internal stakeholders, ensuring Paige has the voice of customer at the heart of its operations. Understanding the needs of the customers, the Paige applications and technology is a critical component of this role.
This position is fully remote for US-based candidates in the PST timezone.
The base pay range for New York and California is $100,000 - $110,000 per annum. The range may differ in other locations.
Responsibilities
- Work as part of the global L1/L2 technical Customer Support team to ensure all customer issues are resolved in a timely manner
- Respond to customer queries in a timely and professional manner, ensuring to reach high levels of satisfaction and SLA targets set on customer contracts
- Act as the voice of customer for all support requests, delivering high quality services to obtain high NPS rates
- Prioritize and manage multiple customer support tickets in parallel
- Follow and deliver on the support workflows, maintaining thorough and accurate customer service records
- Document and track resolution of customer issues, in line with compliance and quality management system (QMS) requirements
- Maintain compliance with legal regulations, policies and procedures relating to compliance, and best practices in Implementation and Customer Success
- Work outside normal working hours may be required on occasions to meet deadlines or address urgent customer issues etc.
About You
- 3+ years’ experience providing technical support to customers for software solutions
- Excellent problem-solving and analytical abilities with creative and logical thinking
- Highly motivated, customer centric person, strong customer empathy and focus
- Experienced technical background, with hands-on experience in supporting applications and web technologies such as, but not limited to:
- Modern IT systems and public cloud infrastructure
- Virtualization technologies
- API or HL7 technology supporting integration solutions
- High-level understanding of application, server, and network security technologies
- Experience using help desk software and remote support tools
- Proven experience with managing external and internal stakeholders, working closely with a development team to liaise with customer requirements
- Ability to manage multiple high priority support requests
- Proven experience of understanding of contracts and SLAs
- Ability to work as part of a global team
- Excellent written and verbal communication skills
- Desire to delight the customer and improve the diagnosis of cancer and other diseases
Desirable
- ITIL Certified
- Experience in supporting software within the diagnostics or healthcare space
- Experience working in an FDA/CE-IVD Mark regulated environment
- Experience with DataDog and/or SumoLogic
- Proven experience to script and automate solutions for the benefit of the customer and wider organization
- Experience with development principles and can write code
We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, color, religion, sex, pregnancy, gender identity, sexual orientation, parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or any other status protected by the laws or regulations in the locations where we operate.
We encourage candidates from all backgrounds and experiences to apply.
To request a reasonable accommodation, please let us know in your application or email us at
[email protected].
