Director of Engineering, Solution Engineering and Support

🕒 Outubro 3

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $195.000 - $220.000 / ano

⏰ Tempo Integral

🔴 Especialista

💻 Engenheiro de Soluções

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

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Claritas Rx

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🏥 Saúde

💼 Consultoria

📦 Logística

💰 Private Equity Round em 2021-03

Healthcare • Consulting • Logistics

A Claritas Rx é uma empresa de análises de saúde que utiliza IA para melhorar o acesso dos pacientes a tratamentos transformadores de vida. A empresa oferece um conjunto de soluções que inclui a Ascend AI Platform, Patient Watchtown, Patient Services CRM e Cell and Gene Performance Benchmarking. Suas ofertas se concentram em melhorar a visibilidade dos pacientes, prever riscos precoces, envolver parceiros de forma eficiente e otimizar estratégias de suporte ao paciente. Usando análises impulsionadas por IA, a Claritas Rx ajuda os provedores de saúde a aumentar as taxas de preenchimento e adesão para suas marcas, garantindo que os pacientes não sejam deixados de lado. A empresa se especializa em fornecer insights sobre problemas de acesso dos pacientes e benchmarking de desempenho na indústria farmacêutica.

Descrição

• Build, lead, and develop a team of solution engineers, data engineers, and support engineers across onshore employees and offshore contractor partners • Define team charters, operating models, and handoffs with Implementations • Establish and report on metrics including SLA attainment, ticket volume and aging, incident trends, estimate accuracy, and solution win rates • Own capacity planning, contractor vendor relationships, and team budgets • Lead discovery, solution design, technical demos, and RFP, RFI, and security questionnaire responses during pre-sales • Translate customer business requirements into Ascend solution designs and identify paid add-on services or custom extracts • Review SOWs and level-of-effort estimates for technical accuracy, scope, and delivery risk • Own the system architecture view for customer engagements, including data sources, ingestion, integrations, and outbound extracts • Route product gaps to Product with business context and customer impact • Ensure clean technical handoffs to Implementations at kickoff • Own post-go-live technical support, including production support, issue triage, root cause analysis, and resolution • Lead KTLO and sustainment for existing Ascend customers and drive ongoing optimization • Build and scale the Ascend support model, including runbooks, coverage, escalation paths, and SLAs • Partner with Infrastructure and Platform Engineering on environment health, monitoring, data pipeline reliability, and access management • Manage customer enhancement requests and ongoing reporting needs • Identify recurring issues and partner with Product and Engineering on permanent fixes • Act as escalation point for critical incidents and data quality issues

🎯 Requisitos

• BS degree in Computer Science, Engineering, Math, or another STEM related field • 12+ years of experience in software or data engineering • 5+ years leading engineering teams • Experience leading both a customer-facing technical team and a technical support or production operations team • Proven people leadership experience building and scaling distributed teams with offshore contractor partners • Strong hands-on background in data engineering and data platforms, including ETL/ELT pipelines, SQL, data modeling, and data quality • Experience with AWS data and infrastructure services such as S3, Glue, Lambda, and Redshift or Snowflake • Experience with orchestration tools such as Airflow • Experience defining SLAs, support processes, and ticketing workflows such as Jira Service Management • Ability to explain complex technical concepts to business stakeholders and executives • Preferred: SaaS experience in a similar customer-facing role or consulting background in client-facing technical delivery • Preferred: Understanding of the life sciences commercial data ecosystem • Preferred: Experience supporting customers through a platform migration or major version upgrade • Preferred: Experience working with PHI in a HIPAA-regulated data environment

🏖️ Benefícios

• Flexible, collaborative work environment • Unlimited PTO • Stock options • Growing set of tools and technology • Regional town hall gatherings approximately every other month for employees within reasonable driving distance • Shared learning and collaboration • Respectful and fun work environment • Employee empowerment through effective use of technology and tools • Competitive salary and benefits package • Professional development opportunities • Company-provided equipment • No candidate fees or payments during hiring

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