Senior Sustaining & Forward Deployed Engineer

About the role

Abacus 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 to 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. We embrace the thoughtful use of AI and automation to drive innovation and efficiency, and we look for individuals who are curious and adaptable-those excited to leverage emerging technologies to enhance how we work-while keeping human insight, connection, and our clients at the center of every decision. Ready to make an impact? Join us and let's build the future together. The Senior Sustaining & 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: SRE and production operations SWAT-style deep technical problem solving Forward‑deployed, customer‑facing technical work Hands‑on software development and automation 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 day Production Operations & Incident Response Act as a senior technical escalation point during production incidents Lead real-time incident triage, mitigation, and recovery efforts Drive root cause analysis (RCA) with a focus on systemic, long-term fixes Identify recurring failure patterns and push for architectural or operational improvements Partner with Customer Success and Engineering to manage customer impact during incidents Sustaining Engineering & Post‑Launch Ownership Own post-launch reliability, stability, and operational quality of core systems Investigate and resolve complex field issues and production defects Ensure fixes developed during incidents or customer escalations are up streamed into the core product Improve operational readiness of services through better runbooks, monitoring, and alerting Reduce operational toil by converting repeated manual work into automation Forward Deployed / Customer‑Facing Engineering Engage directly with strategic customers to solve real-world, production-grade technical challenges Support complex deployments, integrations, and escalations in customer environments Act as a trusted technical partner to customers during high-impact issues Translate customer learnings into concrete product, platform, and operational improvements Contribute to reusable tools, playbooks, and best practices that accelerate future deployments AWS & Databricks Technical Expertise Serve as a subject matter expert for AWS-hosted production systems Troubleshoot and resolve issues across: AWS compute, storage, networking, IAM, and security Databricks jobs, clusters, and Spark-based data pipelines Debug performance degradation, scalability issues, job failures, and data correctness problems Partner with platform and data teams to harden systems for reliability, scale, and operability Software Development & Automation Write production-quality code to: Automate operational workflows Improve reliability and observability Eliminate manual intervention and reduce incident frequency Contribute primarily in Python, with exposure to JVM-based systems as needed Review code with a strong emphasis on operability, resiliency, and maintainability Advocate for "build it so it can be operated" engineering standards Technical Leadership & Collaboration Provide technical leadership without formal authority, influencing design and operational decisions Mentor engineers through pairing, reviews, and incident leadership Collaborate closely with Product, Engineering, Data, and Customer teams Operate effectively in high-pressure, ambiguous environments, especially during customer-impacting incidents What you bring to the team 10+ years of experience in software engineering, SRE, sustaining en

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