[Hiring] Director of Engineering @Claritas Rx

Role Description

We are a rapidly growing healthcare technology company seeking a Director of Engineering to lead Solution Engineering and Customer Support Operations within our Customer Engineering organization. Reporting directly to the Head of Customer Engineering, you will own our technical engagement with customers before and after implementation:

• Shaping the right solution during the sales cycle.
• Ensuring stable, high-quality support once customers are live on the Ascend platform.

You will partner closely with the Director of Implementations, Product, Sales, Customer Success, and Platform Engineering, and you will build and lead a blended team of onshore employees and offshore contractor partners. This role is primarily remote with occasional travel requirements of up to 25%.

Key Accountabilities

• Leadership and Operations:
  • Build, lead, and develop a team of solution engineers, data engineers, and support engineers across onshore FTEs and offshore contractor partners.
  • Define team charters, operating models, and clear handoffs with Implementations.
  • Establish and report on metrics for both functions.
  • Own capacity planning, contractor vendor relationships, and budget for the teams in scope.
• Solution Engineering:
  • Serve as the technical lead in pre-sales.
  • Translate customer business requirements into solution designs.
  • Review SOWs and level-of-effort estimates for technical accuracy.
  • Own the system architecture view for each customer engagement.
  • Disposition product gaps surfaced during the sales cycle.
  • Ensure a clean technical handoff to Implementations at kickoff.
• Customer Support Operations:
  • Own post-go-live technical support for customers on the Ascend platform.
  • Lead KTLO and sustainment for existing Ascend customers.
  • Build and scale the Ascend support model.
  • Partner with Infrastructure and Platform Engineering on environment health.
  • Manage intake, prioritization, and delivery of customer enhancement requests.
  • Identify recurring issues and partner with Product and Engineering on permanent fixes.
  • Act as the escalation point for critical incidents and data quality issues.

Qualifications

• Proven people leader who has built and scaled teams, including distributed teams with offshore contractor partners.
• Strong hands-on background in data engineering and data platforms.
• Experience with AWS data and infrastructure services.
• Able to explain complex technical concepts to business stakeholders and executives.
• Experience defining SLAs, support processes, and ticketing workflows.
• Entrepreneurial and resourceful.

Requirements

• BS degree in Computer Science, Engineering, Math, or another STEM related field.
• 12+ years of experience in software or data engineering, including 5+ years leading engineering teams.
• Experience leading both a customer-facing technical team and a technical support or production operations team.

Preferred Skills

• SaaS experience in a similar customer-facing role.
• Understanding of the life sciences commercial data ecosystem.
• Experience supporting customers through a platform migration or major version upgrade.
• Experience working with PHI in a HIPAA-regulated data environment.

Benefits

• Competitive salary of $195,000 to $220,000.
• Flexible, collaborative work environment.
• Unlimited PTO and stock options.