Director, Forward Deployment Engineering

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1d•$170,000 - $2,000

About The Position

The Director, Forward Deployment Engineering leads a customer-facing engineering function that serves as the connective bridge between our customers and our internal teams. This leader owns the rapid, high-quality resolution of complex customer problems across our healthcare technology products and, just as critically, translates customer needs into clear priorities for support, core engineering, and product management—while translating technical realities back into language that customers and executives can act on. Delivering a white-glove experience end to end, the Director builds the relationships, systems, metrics, and talent pipeline that turn problem resolution into a measurable driver of customer trust, product quality, and cross-team alignment. Success in this role is defined less by personally writing code and more by orchestrating people, priorities, and communication across organizational boundaries—partnering closely with Support, Core Engineering, Product Management, Sales, Professional Services, and Customer Success to deliver outcomes customers can feel.

Requirements

Bachelor's degree in Computer Science, Software Engineering, or related technical field
Ten years of experience in software engineering, solutions/technical delivery, or customer facing engineering with five years in a leadership role
Strong technical foundation– enough to credibly debate architecture with engineers, understand modern software systems (e.g.Java, Python, or C#), and reason through complex production issues
Demonstrated experience leading customer-facing escalation, Tier 3 support, or problem-resolution functions
Working knowledge of cloud-based architectures, microservices, APIs, and data management solutions
Knowledge of agile methodologies (Scrum, Kanban), software design patterns, and DevOps/observability practices
Proven track record of meeting SLAs and delivering resolution outcomes under pressure
Excellent leadership, communication, and problem-solving skills with the ability to modulate messages across technical and non-technical audiences and build trust with customers, engineers, and executives alike
Proven ability to build cross-functional relationships and align stakeholders across engineering, product, sales, and customer-facing teams to drive shared outcomes

Nice To Haves

Advanced degree (MS/PhD) in Computer Science, Software Engineering, or related technical field
Professional certifications in Agile (CSM, SAFe), Cloud (AWS, Azure), or Healthcare IT (CAHIMS)
Experience building automation, analytics, or AI/ML into defect triage and resolution workflows
Background in customer support or customer success leadership in a SaaS environment
Previous experience working in a regulated industry such as healthcare, finance, or government
Experience partnering with Sales, Product, and Customer Success across the pre- and post-sale lifecycle to shape and deliver solutions
Contributions to open-source projects, technical blogs, or speaking engagements at industry conferences

Responsibilities

Ensure timely, effective resolution of customer problems, owning the outcome from intake through closure
Communicate fluently across technical and non-technical audiences, providing real-time, clear communication of problem-resolution status to business, engineering, and executive audiences, and deliver ongoing visibility into performance
Serve as the primary technical bridge across Support, Core Engineering, Product Management, Professional Services, Customer Success, and other stakeholders to remove blockers and accelerate fixes
Define, track, and report on SLAs and productivity measures for the problem-resolution process, and use the data to drive continuous improvement
Deliver a white-glove service experience; set the tone and expectations for that standard across the team
Build, manage and develop a high-performing team of forward-deployed Tier 3 support analysts who operate in customer-facing settings.
Participate in customer calls and communications, and travel to customers for the most critical concerns
Manage and develop a team of Tier 3 support analysts and dedicated support engineers
Own a personal-development pathway that moves engineers from technical support into core engineering as part of intentional career growth
Champion, build, or collaborate with engineering on building, automated defect-resolution and triage systems that reduce time-to-resolution and prevent recurrence
Establish and maintain resolution processes, standards, and best practices that ensure quality and efficiency
Celebrate, promote, and reward excellence in problem resolution to reinforce a high-performance, customer-obsessed culture
Hire, train, and mentor to build a high-performing, diverse, and collaborative team
Stay current with emerging trends, technologies, and best practices in software engineering, customer support, and healthcare IT