Principal Sustaining & Forward Deployed Engineer

<div class="content-intro">About UsAbacus Insights is transforming how data works for health plans. Our mission is simple: make healthcare data usable, so the people responsible for care and cost decisions can act faster, with confidence.   We help health plans break down data silos to create a single, trusted data foundation. That foundation powers better decisions —so plans can improve outcomes, reduce waste, and deliver better experiences for members and providers alike.  Backed by $100M from top investors, we’re tackling big challenges in an industry that’s ready for change.  Our platform enables GenAI use cases by delivering clean, connected, and reliable healthcare data that can support automation, prioritization, and decision workflows—and it’s why we are leading the way. Our innovation begins with people. We are bold, curious, and collaborative—because the best ideas come from working together. Ready to make an impact? Join us and let's build the future together.</div>About the role The Principal Sustaining and Forward Deployed Engineer is a senior individual contributor responsible for production operations, incident response, and post‑launch system reliability across Abacus Insights’ platform.This role blends:<ul><li>SRE and production operations</li><li>SWAT-style deep technical problem solving</li><li>Forward‑deployed, customer‑facing technical work</li><li>Hands‑on software development and automation</li></ul>You will own the most complex, ambiguous, and high‑impact production issues, particularly those involving AWS infrastructure, Databricks workloads, and large‑scale data pipelines. You will work directly with customers on escalations and deployments, while ensuring learnings are translated back into durable product and platform improvements.This is a hands-on role. You are expected to lead technically during incidents, debug live systems, and write production code where it meaningfully improves reliability and operability. Your day to dayProduction Operations & Incident Response<ul><li>Act as a senior technical escalation point during production incidents</li><li>Lead real-time incident triage, mitigation, and recovery efforts</li><li>Drive root cause analysis (RCA) with a focus on systemic, long-term fixes</li><li>Identify recurring failure patterns and push for architectural or operational improvements</li><li>Partner with Customer Success and Engineering to manage customer impact during incidents</li></ul>Sustaining Engineering & Post‑Launch Ownership<ul><li>Own post-launch reliability, stability, and operational quality of core systems</li><li>Investigate and resolve complex field issues and production defects</li><li>Ensure fixes developed during incidents or customer escalations are up streamed into the core product</li><li>Improve operational readiness of services through better runbooks, monitoring, and alerting</li><li>Reduce operational toil by converting repeated manual work into automation</li></ul>Forward Deployed / Customer‑Facing Engineering<ul><li>Engage directly with strategic customers to solve real-world, production-grade technical challenges</li><li>Support complex deployments, integrations, and escalations in customer environments</li><li>Act as a trusted technical partner to customers during high-impact issues</li><li>Translate customer learnings into concrete product, platform, and operational improvements</li><li>Contribute to reusable tools, playbooks, and best practices that accelerate future deployments</li></ul>AWS & Databricks Technical Expertise<ul><li>Serve as a subject matter expert for AWS-hosted production systems</li><li>Troubleshoot and resolve issues across:<ul><li>AWS compute, storage, networking, IAM, and security</li><li>Databricks jobs, clusters, and Spark-based data pipelines</li></ul></li><li>Debug performance degradation, scalability issues, job failures, and data correctness problems</li><li>Partner with platform and data teams to harden systems for reliability, scale, and operability</li></ul>Software Development & Automation<ul><li>Write production-quality code to:<ul><li>Automate operational workflows</li><li>Improve reliability and observability</li><li>Eliminate manual intervention and reduce incident frequency</li></ul></li><li>Contribute primarily in Python, with exposure to JVM-based systems as needed</li><li>Review code with a strong emphasis on operability, resiliency, and maintainability</li><li>Advocate for “build it so it can be operated” engineering standards</li></ul>Technical Leadership & Collaboration<ul><li>Provide technical leadership without formal authority, influencing design and operational decisions</li><li>Mentor engineers through pairing, reviews, and incident leadership</li><li>Collaborate closely with Product, Engineering, Data, and Customer teams</li><li>Operate effectively in high-pressure, ambiguous environments, especially during customer-impacting incidents</li></ul> What you bring to the team <ul><li>10+ years of experience in software engineering, SRE, sustaining engineering, or production operations</li><li>Deep hands-on experience operating production systems in AWS</li><li>Strong experience troubleshooting Databricks and large-scale data platforms</li><li>Proficiency in Python and experience building production services or tooling</li><li>Strong understanding of:<ul><li>Distributed systems</li><li>Incident management and RCA practices</li><li>Monitoring, alerting, and observability</li><li>CI/CD Pipelines that leverage Infrastructure as Code.</li></ul></li><li>Proven ability to own problems end-to-end, from detection to permanent resolution</li><li>Excellent communication skills, especially during incidents and customer escalations</li><li>Ability to work backward from customer impact to root cause across systems and codebases, delivering fixes in environments with minimal documentation.</li><li>Strong instinct for operational risk, with the ability to proactively identify failure modes and harden systems before they impact customers.</li></ul>What we would like to see, but not required: <ul><li>Experience in healthcare, health insurance, or regulated data environments</li><li>Familiarity with:<ul><li>Kubernetes (EKS), EMR, Lambda</li><li>Spark internals</li><li>Snowflake or similar data warehouses</li></ul></li></ul><ul><li>Experience with FHIR, MDM systems, or entity resolution</li><li>Prior experience in SWAT, escalation engineering, or tiger-team roles</li><li>Experience contributing to or operating within SRE/on-call programs</li></ul> Compensation: Compensation for this role is based on experience, skills, and location, and includes base salary plus eligibility for performance bonuses and equity grants. What you’ll get in return:<ul><li> Unlimited paid time off – recharge when you need it</li><li> Work from anywhere – flexibility to fit your life</li><li> Comprehensive health coverage – multiple plan options to choose from</li><li> Equity for every employee – share in our success</li><li> Growth-focused environment – your development matters here</li><li> Home office setup allowance – one-time support to get you started</li><li> Monthly cell phone allowance – stay connected with ease#LI-MS1</li></ul> <div class="content-conclusion">Our Commitment as an Equal Opportunity EmployerAs 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.At the heart of who we are is a commitment to continuously and intentionally building an inclusive culture—one that empowers every team member across the globe to do their best work and bring their authentic selves. We carry that same commitment into our hiring process, aiming to create an interview experience where you feel comfortable and confident showcasing your strengths. If there’s anything we can do to support that—big or small—please let us know.</div>

Principal Sustaining & Forward Deployed Engineer

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