The Director, Forward DeploymentEngineeringleads a customer-facing engineering function that serves as the connective bridge between our customers and our internal teams. This leader owns the rapid, high-quality resolution of complex customer problems across our healthcare technology products and, just as critically, translates customer needs into clear priorities for support, core engineering, and product managementwhile translating technical realities back into language that customers and executives can act on. Delivering a white-glove experience end to end, the Director builds the relationships, systems, metrics, and talent pipeline that turn problem resolution into a measurable driver of customer trust, product quality, and cross-team alignment. Success in this role is defined less by personally writing code and more by orchestrating people, priorities, and communication across organizational boundariespartnering closely with Support, Core Engineering, Product Management, Sales, Professional Services, and Customer Success to deliver outcomes customers can feel.

• Ensuretimely, effective resolution of customer problems, owning the outcome from intake through closure
• Communicate fluently across technical and non-technical audiences, providing real-time, clear communication of problem-resolution status to business, engineering, and executive audiences, and deliver ongoing visibility into performance
• Serve as the primary technical bridge across Support, Core Engineering, Product Management, Professional Services, Customer Success, and other stakeholders to remove blockers and accelerate fixes
• Define, track, and report on SLAs and productivity measures for the problem-resolution process, and use the data to drive continuous improvement
• Deliver a white-glove service experience; set the tone and expectations for that standard across the team
• Build, manage and develop a high-performing team of forward-deployed Tier 3 support analysts whooperatein customer-facing settings.
• Participate in customer calls and communications, and travel to customers for the most critical concerns
• Manage and develop a team of Tier 3 support analysts and dedicated support engineers
• Own a personal-development pathway that moves engineers from technical support into core engineering as part of intentional career growth
• Champion, build, or collaborate with engineering on building, automated defect-resolution and triage systems that reduce time-to-resolution and prevent recurrence
• Establish andmaintainresolution processes, standards, and best practices that ensure quality and efficiency
• Celebrate, promote, and reward excellence in problem resolution to reinforce a high-performance, customer-obsessed culture
• Hire, train, and mentor to build a high-performing, diverse, and collaborative team
• Stay current with emerging trends, technologies, and best practices in software engineering, customer support, and healthcare IT

• Bachelor's degree in Computer Science, Software Engineering, or related technical field
• Ten years of experience in software engineering,solutions/technical delivery, or customer facing engineeringwith five years in a leadership role
• Strong technicalfoundation enough to credibly debate architecture with engineers, understand modern software systems (e.g.Java, Python, or C#), and reason through complex production issues
• Demonstrated experience leading customer-facing escalation, Tier 3 support, or problem-resolution functions
• Working knowledge ofcloud-based architectures, microservices, APIs, and data management solutions
• Knowledge of agile methodologies (Scrum, Kanban), software design patterns, and DevOps/observabilitypractices
• Proventrack recordofmeeting SLAs anddeliveringresolution outcomes under pressure
• Excellent leadership, communication, and problem-solving skillswith the ability to modulate messages across technical and non-technical audiences and build trust with customers, engineers, and executives alike
• Proven ability to build cross-functional relationships and align stakeholders across engineering, product, sales, and customer-facing teams to drive shared outcomes

DesiredSkills andQualifications:

• Advanced degree (MS/PhD) in Computer Science, Software Engineering, or related technical field
• Professional certifications in Agile (CSM,SAFe), Cloud (AWS, Azure), or Healthcare IT (CAHIMS)
• Experience building automation, analytics, or AI/ML into defect triage and resolution workflows
• Background in customer support or customer success leadership in a SaaS environment
• Previousexperience working in a regulated industry such as healthcare, finance, or government
• Experience partnering with Sales, Product, and Customer Success across the pre- and post-sale lifecycle to shape and deliver solutions
• Contributions to open-source projects, technical blogs, or speaking engagements at industry conferences