Director of Engineering, Solution Engineering and Support

Job 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