Director of Engineering, Solution Engineering and Support

Claritas Rx

. Build, lead, and develop a team of solution engineers, data engineers, and support engineers across onshore employees and offshore contractor partners .

Posted 10/3/2026full-timeRemote • United StatesLead💰 $195,000 - $220,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing technical teams, particularly in data engineering and support operations, while effectively translating customer requirements into scalable solutions. Proficient in managing vendor relationships, capacity planning, and ensuring high-quality technical support in a customer-facing environment.

Highest-signal resume keywords

Data EngineeringTeam LeadershipAWS Data ServicesETL/ELT PipelinesSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data ModelingSQLIncident ManagementSolution DesignTechnical DemosCapacity PlanningRoot Cause AnalysisSLA DefinitionTechnical SupportProduction Operations

Soft Skills

People LeadershipCommunicationProblem SolvingCollaborationStakeholder Engagement

Tools & Technologies

AWS S3AWS GlueAWS LambdaAWS RedshiftSnowflakeAirflowJira Service Management

Industry Keywords

HIPAA ComplianceLife SciencesData QualityCustomer EngagementPlatform Migration

Tech Stack

Tools & technologies

AirflowAmazon RedshiftAWSETLSQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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