Provide L2 technical support for Pramana's products, manage escalations, ensure compliance, and deliver high-quality customer service, including emergency on-call coverage.
About Evident Digital Pathology
Evident Scientific, formerly part of Olympus Corporation, is a global leader in life-science microscopy and optical instrumentation. Following the recent acquisition of Pramana, a pioneer in Autonomous Digital Imaging, Evident has combined its world-class optical heritage with Pramana’s software, robotics, and AI innovation to define the future of Digital Pathology.
Our young, high-performing engineering team has already taken the industry to its next node in autonomy—building the world’s most advanced whole-slide imaging platform, deployed at the Mayo Clinic to create the world’s largest digital pathology archive. Today, this technology is trusted by more than 30 top-tier medical institutions across the U.S. and Europe, powering Clinical workflows directly aiding in patient care.
As part of Evident, this team is now advancing to the next level of autonomy—moving from autonomous imaging to intelligent imaging, where scanners, data systems, and user interfaces are self-aware, adaptive, and capable of real-time AI inference at the edge.
Roles And Responsibilities
- Provide L2 technical support for Pramana’s products, resolving daily issues and handling escalations.
- Log, track, and escalate product defects; report outages and submit weekly status reports.
- Ensure proper governance compliance and correct use of deployments across all locations.
- Participate in escalation management and contribute to improving product support practices.
- Provide 24/7 emergency on-call coverage, escalating critical issues as needed.
- Maintain accurate records of incidents and outages while delivering high-quality customer service to all stakeholders and deployment sites.
Requirements
- Extensive hands-on experience with Linux operating systems (Ubuntu).
- Strong knowledge of Python programming and shell scripting.
- Ability to perform troubleshooting and debugging at both product and underlying system levels using application logs and system-level diagnostics.
- Working knowledge of system internals and a curiosity to learn about hardware.
- Experience with MongoDB and PostgreSQL, including troubleshooting database-related issues.
- Self-motivated, proactive, and demonstrates strong problem-solving abilities.
- Excellent organization, prioritization, and multitasking skills.
- Strong written and verbal communication proficiency.
- Willing to work in rotational shifts, including support for US time zones.
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