Director of Engineering, Solution Engineering and Support

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Claritas RxHealthcare technology

United StatesFull-TimeDirector

Salary195,000 - 220,000 USD per year

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Job Details

Experience: 12+ years of experience in software or data engineering, including 5+ years leading engineering teams
Required Skills: AWSSQLApache AirflowSnowflakeData engineeringData modelingAWS LambdaHIPAA

Hold a BS degree in Computer Science, Engineering, Math, or another STEM-related field.
Have 12+ years of experience in software or data engineering.
Have 5+ years of experience leading engineering teams.
Have experience leading a customer-facing technical team, such as solution engineering, sales engineering, or professional services.
Have experience leading a technical support or production operations team.
Bring a strong hands-on background in data engineering and data platforms, including ETL/ELT pipelines, SQL, data modeling, and data quality.
Have experience with AWS data and infrastructure services such as S3, Glue, Lambda, and Redshift or Snowflake.
Have experience with orchestration tools such as Airflow.
Have experience defining SLAs, support processes, and ticketing workflows such as Jira Service Management.
Have experience building and scaling distributed teams, including teams with offshore contractor partners.
Be able to explain technical concepts to business stakeholders and executives and represent the company to customers.
Preferred: SaaS, solutions engineering, professional services, or client-facing technical consulting experience.

Build, lead, and develop solution engineering, data engineering, and support teams, including onshore employees and offshore contractor partners.
Define team operating models, handoffs with Implementations, and metrics such as SLA attainment, ticket volume, incident trends, estimate accuracy, and solution win rates.
Own team capacity planning, contractor vendor relationships, and budgets.
Lead pre-sales discovery, solution design, technical demos, and responses to RFPs, RFIs, and security questionnaires.
Translate customer requirements into solution designs, review SOWs and estimates, and document customer system architecture.
Coordinate product-gap disposition and ensure technical handoffs to Implementations include scope, assumptions, and data-source inventories.
Own post-go-live technical support, including issue triage, root cause analysis, and resolution.
Build support runbooks, coverage, escalation paths, and SLAs; lead KTLO and sustainment for Ascend customers.
Partner with Infrastructure and Platform Engineering on environment health, monitoring, data pipeline reliability, and access management.
Manage customer enhancement requests and reporting needs, and escalate critical incidents and data quality issues.

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