Senior Manager, Sustaining and Forward Deployed Engineering

Abacus Insights is a mission-driven technology company focused on transforming the healthcare data industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights. In addition, our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met. 

With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. Through our platform, these healthcare organizations can ingest and manage all the data they need to transform their business by supporting their analytical, operational, and financial needs.   

Since our founding in 2017, Abacus has built a highly successful SaaS business, raising more than $81 Million from leading VC firms with deep expertise in the healthcare and technology industries. We are solving problems of massive scale and complexity in a sector that is not only ready for disruption. We're growing quickly and would love for you to be a part of it! 

About the Role:

The Senior Manager of Sustaining and Forward Deployed Engineering will lead a multifaceted team responsible for the entire post-launch product lifecycle. This pivotal role combines the traditional responsibilities of sustaining engineering—ensuring the quality, reliability, and continuous improvement of existing products—with the dynamic, customer-facing nature of forward deployed engineering. The ideal candidate will be a strategic leader adept at managing both the internal engineering processes required to support mature products and a specialized team that works directly with customers to solve their most complex technical challenges in real-world environments.

You Will: 

• Build, lead and mentor a high-performing team of sustaining engineers, fostering a culture of technical excellence, accountability, and continuous improvement
• Lead geographically distributed teams across the US, India, and Nepal, fostering an inclusive, respectful, and collaborative environment 
• Oversee all sustaining engineering activities, including root cause analysis of field issues, bug fixes, and the implementation of design enhancements 
• Manage the product lifecycle from post-launch to end-of-life, ensuring product reliability, quality, and compliance with regulatory standards 
• Drive initiatives for cost reduction, yield improvement, and product variability reduction 
• Collaborate closely with cross-functional teams including product development, operations, quality assurance, and customer support to resolve product production issues and streamline processes 
• Administer the engineering change process and ensure any solutions deployed in the field find their way back to the product when warranted
• Develop and manage the departmental budget and resource planning for sustaining engineering projects 

Forward Deployed Engineering Team Management:

• Build, lead, and mentor a high-performing team of Forward Deployed Engineers (FDEs) who are embedded with strategic customers 
• Set the technical vision and strategy for customer engagements, guiding the team in designing and delivering innovative and impactful solutions 
• Oversee the entire lifecycle of customer-facing projects, from initial scoping and technical discovery to deployment and post-deployment support 
• Act as a key technical advisor for strategic clients, understanding their business objectives and ensuring the successful implementation of our products 
• Foster a customer-first mindset within the FDE team, emphasizing practical problem-solving and rapid iteration 
• Translate insights and feedback from customer engagements into actionable product improvements by collaborating with core product and engineering teams 
• Ensure the FDE team develops reusable tools, playbooks, and best practices to accelerate future deployments 

What We're Looking For: 

• Bachelor's degree in Engineering or a related technical field; a Master's degree is preferred 
• A minimum of 8-10 years of experience in an engineering role, with at least 3-5 years in a management position leading technical teams 
• Proven experience in sustaining engineering, product support, or a related field, with a strong understanding of product development lifecycles
• Experience in a customer-facing technical role such as solutions engineering, technical account management, or forward deployed engineering is highly desirable 
• Demonstrated ability to lead and motivate a team of engineers, with a passion for mentorship and career development 
• Strong project management skills with the ability to manage multiple complex projects simultaneously 
• Excellent problem-solving and analytical skills, with a data-driven approach to decision-making 
• Exceptional communication and interpersonal skills, with the ability to effectively interact with both internal stakeholders and external customers at all levels 
• A deep understanding of software development, system integration, and deployment in customer environments 
• Ability to thrive in a fast-paced, ambiguous environment and make sound decisions under pressure

Equal Opportunity Employer 

As a mission-led technology company helping to drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. Therefore, we dedicate resources to building diverse teams and providing equal employment opportunities to all applicants. Abacus prohibits discrimination and harassment regarding race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.