Director of Engineering, Solution Engineering and Support

Who We Are

The company uses AI and predictive modeling to help rare disease and specialty brands remove the barriers that keep patients from accessing and staying on the treatments they need. By uniting the most complete view of the patient journey with purpose-built technologies, we predict and resolve access challenges before they disrupt care, combining advanced analytics, real-world data, AI, and CRM capabilities to increase start and refill rates, reduce abandonment, and improve brand performance. Our mission is to ensure patients with chronic, life-threatening diseases receive the support that enables the greatest benefit from their therapy. Simply put, our promise is progress for every patient journey.

This is the opportunity to help shape a first-in-industry digital health solution alongside a team of mission-driven professionals. We were named one of Inc.'s Best Workplaces in 2025 and recognized on the Inc. 5000 list for two consecutive years (2025 and 2026), and our team genuinely respects and supports each other. We thrive on being fast-paced, innovative, and results-driven, and our employees enjoy a flexible, collaborative work environment, unlimited PTO, stock options, and a growing set of tools and technology to drive innovation for our customers.

The Position

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, and 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. Our platform ingests, validates, masters, and analyzes complex specialty pharmacy, hub, and payer data, turning it into actionable insights for biopharmaceutical manufacturers. 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, including hiring, onboarding, performance management, and career development.

• Define team charters, operating models, and clear handoffs with Implementations (pre-sales to kickoff, and go-live to support) so customers experience one continuous Customer Engineering team.

• Establish and report on metrics for both functions, such as SLA attainment, ticket volume and aging, incident trends, estimate accuracy, and solution win rates.

• Own capacity planning, contractor vendor relationships, and budget for the teams in scope.

Solution Engineering

• Serve as the technical lead in pre-sales: lead discovery, solution design, technical demos, and responses to RFPs, RFIs, and security questionnaires.

• Translate customer business requirements into solution designs that fit the standard Ascend offering, and identify where paid add-on services or custom extracts are needed.

• Review SOWs and level-of-effort estimates for technical accuracy, scope, and delivery risk before they are signed.

• Own the system architecture view for each customer engagement, covering data sources, ingestion, integrations, and outbound extracts.

• Disposition product gaps surfaced during the sales cycle, routing them to Product with clear business context and customer impact.

• Ensure a clean technical handoff to Implementations at kickoff, including documented scope, assumptions, and data source inventory.

Customer Support Operations

• Own post-go-live technical support for customers on the Ascend platform, including production support, issue triage, root cause analysis, and resolution.

• Lead KTLO and sustainment for existing Ascend customers, and drive ongoing optimization to reduce cost and effort.

• Build and scale the Ascend support model as new and existing customers go live, including runbooks, coverage, escalation paths, and SLAs.

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

• Manage intake, prioritization, and delivery of customer enhancement requests and ongoing reporting needs.

• Identify recurring issues and partner with Product and Engineering on permanent fixes that reduce support load.

• Act as the escalation point for critical incidents and data quality issues, communicating clearly with customer and internal stakeholders.

Who You Are

Skills/Knowledge

• 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: 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) and orchestration tools such as Airflow.

• Able to explain complex technical concepts to business stakeholders and executives, and to represent the company credibly in front of customers.

• Experience defining SLAs, support processes, and ticketing workflows (such as Jira Service Management), and using metrics to run the function.

• Entrepreneurial and resourceful: we need people who can find creative ways to make a big impact quickly and without much direction.

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 (solution engineering, sales engineering, or professional services) and a technical support or production operations team

Preferred Skills

• SaaS experience in a similar customer-facing role, such as solutions engineering or professional services, ideally at a growth stage or start-up company. Or a consulting background in client-facing technical delivery, such as technology, data, or life sciences consulting.

• Understanding of the life sciences commercial data ecosystem, including specialty pharmacy, hub, distributor, and payer data.

• Experience supporting customers through a platform migration or major version upgrade.

• Experience working with PHI in a HIPAA-regulated data environment.

Join Us

We are seeking to add new expertise and perspective to our strong team of experienced professionals.  We aspire to a culture of accelerated professional development through: shared learning and collaboration; a respectful and fun work environment; and employee empowerment through the effective use of technology and tools.

We are a highly collaborative team and prioritize opportunities to connect in person. For employees within a reasonable driving distance of each other, we host regional town hall gatherings approximately every other month. These sessions give our teams a chance to come together, share updates, and strengthen relationships beyond day-to-day work.

In addition to our great environment, we offer a competitive salary of  $195,000 to $220,000  and benefits package and the opportunity to make a significant impact on a first-in-industry digital health solution.  Please send a cover letter along with your resume when applying to the position of interest.  The company embraces diversity, equality, and transparency.  We are committed to building a team that comprises a variety of backgrounds, perspectives, and talents.  We believe the more inclusive we are, the better we are.

Join us and discover what it feels like to be part of an environment that rewards ingenuity, risk taking and smart work. It's time to fall in love with what you do!

At the company, protecting our candidates is a top priority. If you're applying for a role with us, please note:

•All legitimate opportunities are posted first on the company. Check there before trusting external listings.

• We believe in meaningful interviews: offers never come after just one phone call or form. Expect multiple video calls to get to know you.
• We never ask for fees or payments of any kind during the hiring process.
• Our People Operations Team will handle your onboarding, and all equipment comes directly from us—no purchases required.

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