Senior Manager, Sustaining and Forward Deployed Engineering
Job Overview
About Us
Abacus Insights is changing the way healthcare works for you. We’re on a mission to unlock the power of data so health plans can enable the right care at the right time—making life better for millions of people. No more data silos, no more inefficiencies. Just smarter care, lower costs, and better experiences.
Backed by $100M from top VCs, we’re tackling big challenges in an industry that’s ready for change. And while GenAI is still new for many, we’ve already mastered turning complex healthcare data into clear, actionable insights. That’s our superpower—and it’s why we’re leading the way.
Abacus, innovation starts with people. We’re 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.
About the Role:
The Senior Manager of Sustaining and Forward Deployed Engineering will lead a multifaceted team responsible for the entire post-launch product lifecycle. This pivotal role combines the traditional responsibilities of sustaining engineering—ensuring the quality, reliability, and continuous improvement of existing products—with the dynamic, customer-facing nature of forward deployed engineering. The ideal candidate will be a strategic leader adept at managing both the internal engineering processes required to support mature products and a specialized team that works directly with customers to solve their most complex technical challenges in real-world environments.
You Will:
- Build, lead and mentor a high-performing team of sustaining engineers, fostering a culture of technical excellence, accountability, and continuous improvement
- Lead geographically distributed teams across the US, India, and Nepal, fostering an inclusive, respectful, and collaborative environment
- Oversee all sustaining engineering activities, including root cause analysis of field issues, bug fixes, and the implementation of design enhancements
- Manage the product lifecycle from post-launch to end-of-life, ensuring product reliability, quality, and compliance with regulatory standards
- Drive initiatives for cost reduction, yield improvement, and product variability reduction
- Collaborate closely with cross-functional teams including product development, operations, quality assurance, and customer support to resolve product production issues and streamline processes
- Administer the engineering change process and ensure any solutions deployed in the field find their way back to the product when warranted
- Develop and manage the departmental budget and resource planning for sustaining engineering projects
Forward Deployed Engineering Team Management:
- Build, lead, and mentor a high-performing team of Forward Deployed Engineers (FDEs) who are embedded with strategic customers
- Set the technical vision and strategy for customer engagements, guiding the team in designing and delivering innovative and impactful solutions
- Oversee the entire lifecycle of customer-facing projects, from initial scoping and technical discovery to deployment and post-deployment support
- Act as a key technical advisor for strategic clients, understanding their business objectives and ensuring the successful implementation of our products
- Foster a customer-first mindset within the FDE team, emphasizing practical problem-solving and rapid iteration
- Translate insights and feedback from customer engagements into actionable product improvements by collaborating with core product and engineering teams
- Ensure the FDE team develops reusable tools, playbooks, and best practices to accelerate future deployments
What We're Looking For:
- Bachelor's degree in Engineering or a related technical field; a Master's degree is preferred
- A minimum of 8-10 years of experience in an engineering role, with at least 3-5 years in a management position leading technical teams
- Proven experience in sustaining engineering, product support, or a related field, with a strong understanding of product development lifecycles
- Experience in a customer-facing technical role such as solutions engineering, technical account management, or forward deployed engineering is highly desirable
- Demonstrated ability to lead and motivate a team of engineers, with a passion for mentorship and career development
- Strong project management skills with the ability to manage multiple complex projects simultaneously
- Excellent problem-solving and analytical skills, with a data-driven approach to decision-making
- Exceptional communication and interpersonal skills, with the ability to effectively interact with both internal stakeholders and external customers at all levels
- A deep understanding of software development, system integration, and deployment in customer environments
- Ability to thrive in a fast-paced, ambiguous environment and make sound decisions under pressure
Our Commitment as an Equal Opportunity Employer
As 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.