Director of Solutions Engineering

The Director of Solutions Engineering will oversee and manage the solutions engineering and technical support engineering teams at Healthie. Reporting to the CTO, you will be a true player-coach, providing mentorship, guidance while removing roadblocks and setting clear and measurable goals for your direct reports to enable achievement. You will be responsible for fostering alignment with company objectives through the development of and focus on meeting quarterly and annual KRs and KPIs. You will collaborate with support, success, sales, product and engineering leadership to understand business requirements, customer needs, and to translate them into actionable solutions. 

In addition, you will be responsible for bringing more structure and people management into the solutions engineering team through regular 1:1s, career development support and clear expectation setting. You will serve as an advocate for the solutions and technical support engineering teams, working to develop a methodology for reporting and acting on feedback from the team while creating systems to monitor the performance of team members. The ideal candidate is an individual who thrives in a fast-paced, ever-evolving environment, who possesses strong communication skills and the ability to successfully prioritize and execute tasks in alignment with the overall goals of the company and the solutions engineering teams.

• Work hand in hand with the customer success, sales and product teams to ensure customer happiness 
• Ensure that our customers receive prompt and effective technical support that meets their needs and exceeds expectations
• Recruit, hire and develop a team of deeply technical solutions and support engineers
• Collaborate cross-functionally, and with leadership, to help define, prioritize and maintain processes to drive accountability and ownership
• Ensure that teams meet company SLAs, KPIs and OKRs on an ongoing basis 
• Interface with our customers and help define product requirements for engineering and product teams
• Help flag KR progress  and additional customer and solution challenges 
• Create an environment for growth, engagement and ownership across your direct reports

• Handling of day-to-day operations of solutions and support engineering teams including work assignments and task distribution
• Regular 1:1s with all direct reports
• Maintain ongoing rapport with direct reports
• There is cohesion in the team with all employees feeling heard and having a clear understanding of their roles and expectations of them
• Career and professional development plans established for each direct report
• Positive feedback from team members and peer management
• Transparent communication with direct reports and leadership
• Build rapport with cross-functional teams (success, support, sales)
• Support cross-functional teams by regularly joining customer facing calls
• Progress on priorities - KPIs, SLAs and OKRs - are showing signs of increased consistency
• Identification of relevant tracking metrics.
• Identification and scoping of best practice improvements in technology and process.
• Identification of and planning to remove process blockers reducing the team’s capacity.

• Be an effective advocate for their direct reports, increase autonomy
• Positive feedback from team members and peer management.
• All IC’s are being managed well, they feel they’ve been successful in their role and they have demonstrated progress on career and professional development.
• Uplevel processes and work streams with solutions and support engineering that support continued scaling
• Consistent achievement of KPIs, SLAs and OKRs
• Implementation and automation of relevant, team specific metrics.

• Experienced support, solutions, or sales engineer (3+ years) who has acted as a team lead or manager (2+ years) of a small highly technical team in a growth state startup 
• Strong technical expertise in software development best practices, processes, and technologies. 
• Excellent communication, collaboration, and interpersonal skills.
• Strong problem-solving and analytical skills.
• Experience with Agile development methodologies.
• Experience with modern web application software delivery and the shorter release cadence
• Familiarity with our technical stack; our stack includes Rails, React, Typescript, and GraphQL. Other technologies we use include Postgres, Redis, Sidekiq, RSpec, and Capybara.

• A passion for helping people and an interest in healthcare/ health tech
• Knowledge of, and experience with, tools like Notion, Monday and HelpScout

We are looking for a driven, self-motivated, and results-oriented individual with a growth mindset and exceptional communication skills to help lead our software engineering team.  If you are passionate about software development and want to work on cutting-edge products, we would love to hear from you.

This is a full-time position
Location: Remote with a preference for candidates located in the NYC area
Must reside in the U.S.

The salary band for this role $180,000.- $200,000. per year, DOE. 

Healthie offers a full slate of benefits including competitive salaries, stock options, medical, dental, vision, life and disability coverages, FSA, HSA, flexible vacation, a 401(k) plan with company matching, and a parental leave program. We also offer some not-so-standard benefits, including learning & development stipends, nutritional coaching, fitness membership budget, co-working subscriptions, a laptop plus equipment stipend, and Summer Fridays.

1. Application Review
2. Preliminary Virtual Screen
3. Executive Interview
4. Behavioral Interview
5. Take Home Test
6. Group Screening
7. Reference Check