Director of Engineering, Solution Engineering and Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, build, and cultivate a team of solution engineers, data engineers, and support engineers, comprising both onshore employees and offshore contractor partners.

• Establish team charters, operational models, and handoff processes with Implementations.

• Create and track metrics such as SLA attainment, ticket volume and aging, incident trends, estimate accuracy, and solution win rates.

• Manage capacity planning, contractor vendor relationships, and team budgets.

• Oversee discovery, solution design, technical demonstrations, and responses to RFPs, RFIs, and security questionnaires during the pre-sales process.

• Convert customer business requirements into Ascend solution designs and recognize paid add-on services or custom extracts.

• Assess SOWs and level-of-effort estimates for technical accuracy, scope, and delivery risk.

• Manage the system architecture perspective for customer engagements, including data sources, ingestion, integrations, and outbound extracts.

• Communicate product gaps to the Product team with relevant business context and customer impact.

• Ensure seamless technical handoffs to Implementations during kickoff.

• Oversee post-go-live technical support, including production support, issue triage, root cause analysis, and resolution.

• Lead KTLO and sustainment efforts for existing Ascend customers while driving ongoing optimization.

• Develop and scale the Ascend support model, incorporating runbooks, coverage, escalation paths, and SLAs.

• Collaborate with Infrastructure and Platform Engineering on environment health, monitoring, data pipeline reliability, and access management.

• Handle customer enhancement requests and ongoing reporting requirements.

• Identify recurring issues and collaborate with Product and Engineering for permanent resolutions.

• Serve as the escalation point for critical incidents and data quality concerns.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering, Mathematics, or another STEM-related field.

• Over 12 years of experience in software or data engineering.

• More than 5 years of experience leading engineering teams.

• Proven experience managing both a customer-facing technical team and a technical support or production operations team.

• Demonstrated people leadership skills in building and scaling distributed teams with offshore contractor partners.

• Strong hands-on experience in data engineering and data platforms, including ETL/ELT pipelines, SQL, data modeling, and data quality assurance.

• Familiarity with AWS data and infrastructure services like S3, Glue, Lambda, and Redshift or Snowflake.

• Experience with orchestration tools such as Airflow.

• Knowledge in defining SLAs, support processes, and ticketing workflows such as Jira Service Management.

• Ability to articulate complex technical concepts to business stakeholders and executives.

• Preferred: Experience in SaaS within a similar customer-facing role or a consulting background in client-facing technical delivery.

• Preferred: Knowledge of the life sciences commercial data ecosystem.

• Preferred: Experience in supporting customers through platform migrations or major version upgrades.

• Preferred: Background in working with PHI in a HIPAA-regulated data environment.

🏝️ Benefits

• Flexible, collaborative work environment.

• Unlimited PTO.

• Stock options.

• Expanding set of tools and technologies.

• Regional town hall meetings approximately every other month for employees within a reasonable driving distance.

• Opportunities for shared learning and collaboration.

• A respectful and enjoyable workplace atmosphere.

• Employee empowerment through the effective use of technology and tools.

• Competitive salary and benefits package.

• Opportunities for professional development.

• Company-provided equipment.

• No fees or payments for candidates during the hiring process.