Technical Support Engineer (Remote)

Pathcore is a Toronto-based software company specializing in whole slide digital pathology image management and workflow. The company develops leading enterprise grade software for managing digital pathology data which supports cancer informatics and healthcare IT. We are located in downtown Toronto, steps away from Queen’s Park metro station and the MaRS discovery district.

This is a central and dynamic position within our organization as you will provide technical support to internal and external stakeholders. The candidate will provide technical support to current and prospective clients, contribute to development of self help content and provide technical support related to company IT systems. Great communication, time management and social skills are essential as you will be responsible for managing a variety of support matters while providing excellent “customer” service. You will be expected to identify technical support patterns as they arise and champion initiatives that improve customer satisfaction and system reliability. As necessary and depending on your capability, you may be asked to contribute to the software development processes such as testing or bug fixes, installing and configuring Pathcore products, troubleshooting third party systems and providing technical presentations in support of the organization’s initiatives globally.

This is a remote position. Applicants from all parts of Canada are encouraged to apply.

• Respond to incoming support requests from customers in a timely manner
• Investigate and resolve technical support issues prior to escalation
• Develop user documentation, knowledge base and other self help content
• Provide pre-and post-sales technical support to sales and marketing staff
• Be proactive and help customers plan for their needs and future demand
• Install, configure and maintain Pathcore products and IT systems
• Contribute to product testing and development activities in some occasions

• Must have excellent English communication skills; both verbal and written
• Must have experience in technical support, server administration or other IT fields
• Ability to troubleshoot web application using Chrome DevTools or similar tools
• Demonstrable skills with scripting languages such as Python, Perl or Bash
• Working knowledge of networking protocols, such as HTTP(S), SMTP, TLS and DNS
• Experience with configuring Linux and Windows server environments
• Experience with server virtualization, configuration and maintenance
• Experience with database administration

• Past experience using or developing software for medical imaging
• Past experience with using software development tools and methods (source control, unit testing, bug tracking, continuous integration, etc.)
• Thorough understanding of the latest security principles, techniques, and protocols
• Good problem-solving skills and ability to work under pressure
• Ability to participate in multiple projects concurrently
• Excellent communication skills (verbal, written and presentation)
• Ability to understand new technologies quickly is essential
• Good interpersonal skills and customer focused mindset

• Salary commensurate with experience and qualifications
• Medical and health benefits package