Director of Engineering, Solution Engineering and Support

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $195k - $220k / year

⏰ Full Time

🔴 Lead

💻 Solutions Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 3%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Claritas Rx

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2021-03

Healthcare • Consulting • Logistics

Claritas Rx is a healthcare analytics company that leverages AI to enhance patient access to life-changing treatments. The company provides a suite of solutions including the Ascend AI Platform, Patient Watchtower, Patient Services CRM, and Cell and Gene Performance Benchmarking. Its offerings focus on improving patient visibility, predicting early risks, engaging partners efficiently, and optimizing patient support strategies. By using AI-driven analytics, Claritas Rx helps healthcare providers boost fill rates and adherence for their brands, ensuring patients do not fall through the cracks. The company specializes in providing insights into patient access issues and performance benchmarking in the pharmaceutical industry.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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