Director of Solutions Engineering, Courier Health

• 8+ years of professional experience in customer engineering, solutions engineering, forward-deployed engineering, professional services, or similar customer-facing technical roles
• 3+ years of experience managing or leading a technical team
• Proven ability to lead, develop, and scale a technical team (5+ direct reports) in a customer-facing environment
• Strong understanding of modern data pipelines, ETL/ELT patterns, and data integration architectures. You can evaluate architectural tradeoffs and drive technical decisions
• Experience building and operationalizing implementation processes for complex enterprise software deployments, including managing multiple concurrent customer engagements
• Experience with relational databases and data-driven systems
• High proficiency in SQL (2+ years)
• Strong analytical and problem-solving orientation, including root cause analysis and the ability to turn recurring issues into systemic improvements
• Track record of improving delivery quality, customer satisfaction, and team efficiency through process and tooling investments
• Rigorous attention to detail and commitment to quality
• Excellent written and verbal communication skills. Able to translate between deeply technical teams and non-technical customer stakeholders with equal comfort
• Natural drive to take on challenges independently and to propose and lead improvements

Desirable

• Customer Engineering sits at the intersection of engineering and client delivery, owning the technical execution that turns our platform into a live, production system for each biopharma customer
• This role sits within the Engineering team and interfaces closely with the Client Solutions and Engineering teams
• Customer Engineering covers all aspects of the implementation and customer success for our biopharma clients, including product requirements gathering, configuration of data integrations, product support, and workflow maintenance
• Team Leadership & Development: Manage, mentor, and grow a team of 5+ Customer Engineers. Set clear expectations, run effective 1:1s, and create career development paths that retain strong technical talent
• Delivery Quality & Customer Satisfaction: Own the quality bar for all customer implementations and ongoing technical support. Establish and track KPIs around implementation timelines, data accuracy, customer satisfaction, and issue resolution
• Process & Operational Excellence: Design and implement scalable, repeatable processes for customer implementations—from data integration and mapping through go-live and hypercare. Build implementation calendars, roadmaps, and tracking systems that provide visibility across all in-flight engagements
• Cross-Functional Partnership: Work closely with the Director of Implementation, Implementation Managers, Engineering leadership, and Product to coordinate delivery, resolve blockers, and ensure smooth handoffs across the customer lifecycle
• Technical Escalation & Guidance: Serve as the senior technical escalation point for complex customer issues. Guide the team through ambiguous data problems, integration challenges, and edge cases in customer business logic
• Architectural Influence: Drive architectural decisions that improve the team’s operational effectiveness—advocating for platform changes, tooling improvements, and data pipeline enhancements that reduce implementation complexity and improve data quality for future customers
• Hiring & Scaling: Partner with the CTO to define hiring plans, conduct interviews, and onboard new Customer Engineers as the team grows alongside the customer base
• Customer Engagement: Represent Customer Engineering in strategic conversations with customers when needed. Travel occasionally (<10% of time) for key customer meetings, go-lives, or escalations