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Own complex, business-critical customer technical issues across applications, infrastructure, and live environments. Investigate root causes, reproduce defects, lead deployments and migrations, manage major incidents, and drive preventative fixes. Partner with Engineering, Product, QA, and Customer Success to influence platform improvements. Mentor support engineers, establish technical standards, improve documentation and onboarding, and lead technical escalations from customer request through resolution.

Own technical relationships for strategic digital pathology customers, serving as their primary support advisor. Investigate complex application, infrastructure, and integration issues; lead incident response; document solutions; validate fixes; and maintain technical account health plans. Partner with Engineering, Product, Customer Success, Sales, and Solutions teams to prioritize customer-driven improvements. Use AI-assisted workflows, monitoring and diagnostic tools, cloud platforms, networking, and Linux/Windows environments to resolve issues and anticipate risks.

Leads end-to-end technical implementations of digital pathology solutions, including environment configuration, integrations, data migrations, testing, go-live stabilization, and troubleshooting across application, infrastructure, networking, storage, identity, and database layers. Develops deployment automation, identifies risks, mentors engineers, improves implementation standards, and collaborates with customers, architects, project managers, Product, Engineering, and Support.

Build and evolve scalable software for digital pathology and medical imaging. Responsibilities include developing TypeScript and Vue applications, backend services, APIs, microservices, cloud-native infrastructure, automated tests, and CI/CD pipelines. The role contributes to architecture, observability, performance, developer productivity, and AI-assisted engineering workflows. Collaboration occurs across Agile/Scrum teams, with opportunities to improve engineering standards and deliver reliable healthcare software.