Brazil Technical Support Engineer, Digital Diagnostics (DDx)

Technical Support Engineer, Digital Diagnostics (DDx) Technical Support Engineer, Digital Diagnostics (DDx) Get AI-powered advice on this job and more exclusive features. Who We Are 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. Where You Fit 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. What You’ll Do 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. Support external clients as an application expert/escalation point for our support team, including participating in an on-call rotation. Maintain and manage data and workflows within our ITSM tools (Jira/Zendesk). Manage global L1 support team performance, QA, and training. Create knowledge base articles and runbooks for internal knowledge sharing and training. Participate in a rotating schedule to provide off-hours (EST) technical support. Complaint Handling Receive, document, triage, and respond to customer complaints related to regulated medical devices. Conduct initial investigations to gather information and determine reportability to regulatory authorities. Ensure compliance with regulatory requirements (e.g., FDA, EU IVDR, ISO 13485) in complaints and reporting. Coordinate with technical teams and other departments to resolve complaints, perform root cause analysis, and determine next steps. Maintain detailed records of investigations, actions, and resolutions. Prepare and submit adverse event and incident reports to regulatory bodies as required. Conduct trend analysis of complaints and recommend corrective actions, hosting regular review meetings. Support internal audits related to complaint handling processes. What You Bring An education in IT, Computer Science, Engineering, or similar. 3+ years of experience as a technical support engineer or similar role. Experience with Cloud-based SaaS products, AWS, and regulated medical devices. Familiarity with HL7 interface implementation. Proven ability to meet or exceed SLAs through effective prioritization and communication. Experience deploying and servicing Virtual Machines, such as AWS Data Sync. Experience with monitoring tools like DataDog for troubleshooting. Familiarity with version control systems like Git. Experience handling difficult customer situations and demonstrating resolutions. Project management skills and strong communication in customer-facing roles. Ability to research and self-start in learning new areas. Hands-on experience with LIS systems (e.g., Epic Beaker, Cerner Millennium, etc.) is preferred. Travel experience in regulated industries (preferred). Proficiency in additional languages (French, Spanish, German, Portuguese, etc.) is a plus. Note: Programming skills are a plus but not required for daily tasks. Want To Hear From You At PathAI, we value team players who are willing to do both big and small tasks and are passionate about their work. Even if you do not match the job description perfectly, we encourage you to apply—you might be exactly what we need. PathAI is an equal opportunity employer committed to a workplace free of harassment and discrimination. We base our employment decisions solely on business needs, job requirements, and qualifications, regardless of race, gender, religion, health, personal beliefs, age, family status, or any other factor. We do not tolerate discrimination or bias and seek teammates who share this commitment. #J-18808-Ljbffr