Proximie is on a mission to improve healthcare by transforming the world’s operating rooms into connected ecosystems of people, devices, and data.

Our Intelligence Suite transforms operating room (OR) performance, keeping teams in sync and workflows on track to maximise throughput. Simultaneously our computer vision and AI capabilities capture real-time data and detect surgical events – improving quality of data outputs. The result: ORs are optimised like never before – with predictive analytics and automated notifications ensuring patients and staff are in the right place at the right time.

Once practitioners are in the OR, our Surgical Suite enables real-time remote access and creates a secure video record of every procedure; improving training, education, and collaboration. It is an intuitive asset which helps instil a culture of continuous learning, accelerates the adoption of cutting-edge medical devices, and enhances surgical performance across the entire global workforce – improving outcomes and saving lives.

Proximie was commercialised in 2019 and is available in over 800 facilities globally.

Check out our Founder and CEO Nadine’s Origins Story here: https://www.proximie.com/about-us/

Position Overview 

As Proximie continues to grow across the US, we have an immediate need for a Senior Customer Operations Specialist to join our global support team. Reporting to the Head of Customer Support based in London, this role will be responsible for delivering Tier 1 and Tier 2 technical support to users of Proximie’s products and services, primarily across the US, with additional global coverage as required. You’ll work closely with customers and technical teams to diagnose and resolve technical and administrative issues in real time, escalating to Tier 3 (engineering) teams in the UK and Lebanon when necessary.

In addition to supporting end-users directly, you’ll also handle indirect support requests raised by our US commercial teams on behalf of customers requiring close coordination, context gathering, and issue ownership through resolution. As you will be the primary support point of contact for the US commercial teams, the ability to look around corners and catch potential issues before they arise is key.

We are seeking a technically capable and hands-on support professional who brings strong troubleshooting skills and clear, confident communication. You should be comfortable working independently, able to triage incoming requests quickly, and apply critical thinking to assess when to escalate. We are looking for a dynamic problem solver who can act with urgency, while also building strong working relationships with both internal teams and customer-facing stakeholders.

Responsibilities

• Provide responsive Tier 1 and Tier 2 support to end-users via service desk, email, video conferencing, and chat, with a strong focus on diagnosing audio/video, hardware, installation, networking, and platform-related issues.
• Act as the primary support contact for the US commercial team handling requests raised directly by customers or indirectly on their behalf.
• Triage incoming issues efficiently, applying independent judgment and critical thinking to assess severity, resolve when possible, and escalate to Tier 3 as needed.
• Own cases end-to-end, from intake through resolution, ensuring clear documentation of technical details, troubleshooting steps, and outcomes in the ticketing system.
• Collaborate closely with US-based technical staff and global engineering teams in the UK and Lebanon to resolve escalated cases and share insights for platform improvement.
• Monitor and meet customer SLAs, maintaining high standards of service quality and responsiveness under time-sensitive conditions.
• Utilize monitoring and diagnostic tools (e.g., Salesforce, WatchRTC, New Relic) to investigate issues and provide data-driven feedback to internal teams.
• Contribute to the evolution of support processes by proactively identifying recurring issues, recommending workflow improvements, and sharing technical knowledge with peers.

Requirements

• BA/BS degree.
• Minimum of 5+ years’ experience providing Tier 1 and Tier 2 technical support, with a strong track record of triaging and resolving both software and hardware issues.
• Hands-on experience managing incident and ticket queues, ensuring timely prioritization, escalation, and closure.
• Ability to translate complex technical issues (e.g., networking, audio/video, authentication) into clear, actionable explanations for end-users, commercial teams, and other stakeholders.
• Detail-oriented approach to documenting issues, diagnostic steps, and resolutions to ensure accuracy and knowledge sharing.
• Familiarity with monitoring and diagnostic tools (e.g., Salesforce (or equivalent CRM), WatchRTC, New Relic) and the ability to interpret performance data to support root-cause analysis.
• Strong knowledge of networking fundamentals, including TCP/UDP, IP addressing, DNS, firewalls, and whitelisting, with proven ability to troubleshoot connectivity issues in enterprise environments.
• Knowledge of AWS services and cloud infrastructure fundamentals. An AWS certification is a big plus.
• Knowledge and experience of healthcare and more specifically, heath system integrations / EHR integrations would be highly desirable.
• Experience working in cross-functional and globally distributed teams, coordinating with technical, commercial, and engineering teams across multiple time zones.
• Flexibility to provide customer support outside standard business hours, acting as a primary support resource for US-based commercial teams and adaptable to cover urgent global needs when required.

Why Work for Proximie?

• You will be encouraged to grow in your role, take ownership and gain responsibilities. Proximie’s values are Ownership, Deliver Results, Build Trust and Go Beyond.
• Generous annual leave.
• Two “well-being” days per year plus the day off for your birthday.
• “Summer Fridays” – early office closing on Fridays during summer months.
• Annual bonus programme – based on individual contribution.
• To support your professional growth, all permanent employees will have access to an annual stipend of $1,000 to assist with personal development activities.
• Flexible working hours - we trust our people to manage their time and to focus on wider results.
• A flat organizational structure where every opinion matters, ideas are cultivated, and innovation is encouraged.
• Proximie is a truly global company with teams across the UK, Europe, United States and the Middle East with that you will have opportunities to see the world.

Proximie is an equal opportunity employer. We are committed to providing a work environment that supports, inspires, and respects all individuals. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law.