Director, Forward Deployment Engineering
United States
USD 170k-200k / year
Director, Forward Deployment Engineering
- ID
- 2026-2470
- Category
- Engineering
- Position Type
- Regular Full-Time
- Min
- USD $170,000.00/Yr.
- Max
- USD $200,000.00/Yr.
Overview
The Director, Forward Deployment Engineering leads 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 management—while 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 boundaries—partnering closely with Support, Core Engineering, Product Management, Sales, Professional Services, and Customer Success to deliver outcomes customers can feel.
Duties & Responsibilities
- Ensure timely, 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 who operate in 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 and maintain resolution 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
Skills Required
- 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 engineering with five years in a leadership role
- Strong technical foundation– 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 of cloud-based architectures, microservices, APIs, and data management solutions
- Knowledge of agile methodologies (Scrum, Kanban), software design patterns, and DevOps/observability practices
- Proven track record of meeting SLAs and delivering resolution outcomes under pressure
- Excellent leadership, communication, and problem-solving skills with 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
Desired Skills and Qualifications:
- 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
- Previous experience 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
Min
Max
Options
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
Applicants must be authorized to work in the U.S. on a full-time basis without the need for current or future sponsorship.
About symplr:
symplr is revolutionizing healthcare operations with a first-of-its-kind platform that drives effective, efficient, and connected workflows while increasing operational benefits and scaling clinical, financial, and quality outcomes—driving value where it matters most.
We are a remote-first company with employees working across the United States, India, and the Netherlands. Guided by values, we focus on teamwork, championing our customers, being rooted in action and outcomes, overcoming challenges, and leading through equality and integrity. Read more about symplr's culture and values at symplr.com/careers.
Perks & Benefits:
- Company Sponsored Medical, Dental & Vision
- Safe Harbor 401K with Employer Matching up to 5%, eligible upon hire with immediate vesting
- HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
- Permissive Time Off Plans, Volunteer Time Off, & 12 Paid Holidays
- Fully Paid Medical Leaves of Absence and Bonding Leaves for new parents
- Tuition Assistance & Continuing Education Reimbursement available
- Additional Employer-Paid Programs: Cleo Family Services, Care@Work Memberships, Headspace Memberships, LifeMart Discounts, and more!
symplr is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
As an ongoing commitment to reasonably accommodate individuals with disabilities, symplr has established alternative methods to complete the application process. Disabled applicants needing assistance are encouraged to call 281.863.9500 if further assistance is required.
To all recruitment agencies: we do not accept resumes or partnership opportunities. Please do not forward resumes to symplr or any of our employees. We are not responsible for any fees related to unsolicited resumes.
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