Customer Success Engineer

About the Role

Techcyte is building a next generation platform to help pathologists in medical laboratories become more accurate and efficient by providing AI and deep learning solutions to many of today’s medical imaging challenges.

This role is critical to expand our Technical Support team. We are building our distribution network, and need someone who can handle client onboarding, setup, configuration, and delight our clients with the level of support and expertise they receive from our team. The Customer Success Engineer plays a critical role in supporting key strategic partners and customers across multiple verticals.

Key Responsibilities:

• Be instrumental in implementation of released product at key accounts and work with Technical Product Managers on handoff of customers from clinical study to production
• Learn support detail for institutional scanner equipment and its interaction with our software from Technical Product Managers and train other Tech Support Specialist on support techniques
• Integrate across teams to provide a coherent total released product for key accounts
• Help build our processes and procedures for supporting key accounts
• Become an expert in our products through software testing and working closely with our Technical Product Manager team and apply that knowledge in finding solutions for challenging customer issues
• Provide technical problem resolution for all products used by our customers and partners, fully document problem resolution in our call tracking system
• Establish effective lines of communication with other Techcyte teams and management to ensure customer cases that require escalation are prioritized correctly
• Maintain professional and effective written and verbal communication with customers, development, and management via email, IM, and phone
• Be willing and able to interface with key accounts face-to-face and be willing and able to travel to key accounts and provide on site support as necessary. This includes being able to enter labs with strict guidelines and security protocols
• Provide technical problem resolution for all products used by our customers and partners, fully document problem resolution in our call tracking system
• Lead the installation and setup of slide scanner instruments at new customer sites, ensuring successful integration with the customer's laboratory workflow and the Techcyte platform.
• Conduct comprehensive training sessions for laboratory personnel, focusing on proficient operation of scanner instrument and use of the Techcyte platform.
• Operate scanner instruments and assist in scanning new types of slides at customers sites to help build new datasets.

Job Requirements:

• Bachelor's degree in engineering, computer science, biology, or other STEM fields.
• 5+ years of technical experience with hardware/software systems
• Fully remote work, however up to 35% travel may be required
• Ability to work well in a team environment
• Ability to be self-guided and self-motivated in daily work
• Experience analyzing and accurately solving technical issues
• Excellent written and verbal communication and interpersonal skills
• Demonstrated ability to effectively interface with cross-functional teams
• Ability to work independently to learn new technologies, techniques, processes, platforms, and systems
• Expertise to provide unbiased advice, formulate courses of action, analyze programs, and make recommendations across a wide spectrum of issues
• Demonstrated success launching and maintaining successful products
• Proactive approach and can anticipate and addresses issue and needs
• Ability to operate with limited supervision
  
• This position requires close proximity to Mayo Clinic in Rochester, Minnesota
  

If you are interested in positively impacting the healthcare community, being challenged in a flexible and fast-paced environment, and engaging in both professionally and personally rewarding work, then we look forward to speaking with you.

About the Company

Improve the World

Our mission is to improve healthcare and laboratory testing throughout the world. We improve the work environment for our users, improve the accuracy of tests, and lower costs and turnaround times for the healthcare system. We push new innovation in technology, workflow, and regulations to make the healthcare system the best it can be. We have already improved accuracy in laboratory testing that has prevented misdiagnoses, and we are striving to do more.

Challenging Hard Problems

We need to analyze the equivalent of a blu-ray movie worth of images in the cloud in only a few minutes while staying reliable and accurate. Major challenges include transferring, processing, and storing terabytes of data; creating queuing systems that balance turnaround times with costs; and building a pipeline around machine learning models that meet the accuracy requirements of human healthcare.

Work from Home

While we do have offices available for use, the majority of our workforce spends the most, if not all, of their time working from the comfort of their home. Every team member has a daily standup meeting to touch base with their team and a monthly all hands meeting for the whole company to get updates. Additional meetings are created as needed, and the majority are impromptu.

If you are interested in positively impacting the healthcare community, being challenged in a flexible and fast-paced environment, and engaging in both professionally and personally rewarding work, then we look forward to speaking with you.

Benefits

We offer perks to help our employees thrive!

• Competitive Salaries
• Medical, Dental, and Vision Insurance
• 401k Plan
• Paid Time Off
• Bonus Plan
• Equity
• Company Provided Laptop
• Initial WFH Allowance

Techcyte provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Techcyte complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

All candidates must be legally authorized to work in the US, as we are unable to sponsor or transfer Visas at this time. Criminal background checks conducted at employment offer.

Techcyte welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

Please note that for this position, we accept applications on an ongoing basis. There is no set deadline for submitting your application.