Director of Engineering, Solution Engineering and Support

Claritas Rx

4d•$195,000 - $220,000•Remote

About The Position

Claritas Rx is a rapidly growing healthcare technology company seeking a Director of Engineering to lead Solution Engineering and Customer Support Operations within their Customer Engineering organization. This role reports directly to the Head of Customer Engineering and is responsible for the technical engagement with customers before and after implementation. The Director will shape the right solution during the sales cycle and ensure stable, high-quality support once customers are live on the Ascend platform. This position involves partnering closely with the Director of Implementations, Product, Sales, Customer Success, and Platform Engineering, and building and leading a blended team of onshore employees and offshore contractor partners. The platform ingests, validates, masters, and analyzes complex specialty pharmacy, hub, and payer data, turning it into actionable insights for biopharmaceutical manufacturers. The role is primarily remote with occasional travel requirements of up to 25%.

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
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 Claritas Rx 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.

Nice To Haves

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.

Responsibilities

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.
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.
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.