Senior Customer Operations Specialist

Five billion people in the world do not have access to safe and affordable surgery, and this is a problem everywhere, not just in developing countries. Proximie is on a mission to improve healthcare by transforming the world’s operating rooms into connected ecosystems of people, devices, and data.

Proximie’s advanced telepresence and cloud data solutions ensure seamless information flow in and out of the operating room (OR). Once collected, this data becomes a “single source of truth,” allowing healthcare professionals to utilize powerful analytics to identify patterns, trends, and bottlenecks, as well as uncover optimization opportunities.

Proximie empowers medical device companies and healthcare organizations with operating room intelligence to drive productivity and innovation.

Our key solution areas are:

Real-time Connectivity: Be in the operating room from anywhere.
Unified Data: Creating a single source of truth in the OR.
Analytics and Insight: Turning incisive insight into decisive results.
Video Library: Learn more from every procedure.

Proximie was Founded in 2016 by Dr. Nadine Hachach Haram, an NHS surgeon and is headquartered in London with offices in the United States and Lebanon. Proximie has 100 employees today and is deployed in over 50 countries.

Check out 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., networ