Abacus Insights

Lead production operations, incident response, and post-launch reliability focusing on AWS and Databricks workloads and customer escalations. | 10+ years software engineering or SRE experience with deep AWS, Databricks, Python expertise and incident response in distributed systems. | About Us 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. About the role 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 engineering, or production operations Deep hands-on experience operating production systems in AWS Strong experience troubleshooting Databricks and large-scale data platforms Proficiency in Python and experience building production services or tooling Strong understanding of: Distributed systems Incident management and RCA practices Monitoring, alerting, and observability CI/CD Pipelines that leverage Infrastructure as Code. Proven ability to own problems end-to-end, from detection to permanent resolution Excellent communication skills, especially during incidents and customer escalations Ability to work backward from customer impact to root cause across systems and codebases, delivering fixes in environments with minimal documentation. Strong instinct for operational risk, with the ability to proactively identify failure modes and harden systems before they impact customers. What we would like to see, but not required: Experience in healthcare, health insurance, or regulated data environments Familiarity with: Kubernetes (EKS), EMR, Lambda Spark internals Snowflake or similar data warehouses Experience with FHIR, MDM systems, or entity resolution Prior experience in SWAT, escalation engineering, or tiger-team roles Experience contributing to or operating within SRE/on-call programs 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: Unlimited paid time off – recharge when you need it Work from anywhere – flexibility to fit your life Comprehensive health coverage – multiple plan options to choose from Equity for every employee – share in our success Growth-focused environment – your development matters here Home office setup allowance – one-time support to get you started Monthly cell phone allowance – stay connected with ease#LI-MS1 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.

Manage client technical environments and lead client data testing efforts to ensure optimal performance and customer satisfaction. | Experience in technical support, client-facing problem solving, UAT or QA leadership, proficiency in SQL, and ability to manage multiple priorities in fast-paced environments. | About Us 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. About The Role We are seeking an experienced Technical Account Manager with a strong focus on client data testing to support our growing client base. This role is an individual contributor reporting to the Senior Manager, Client Technical Support. The successful candidate serves as the primary technical liaison between the product implementation team and production support — while also leading client data testing efforts including UAT strategy, execution, and sign-off. The Technical Account Manager is responsible for ensuring the client's production environment operates at optimal levels, resolving technical issues in a timely manner, driving customer satisfaction, and continuously partnering with the Senior Manager, Client Technical Support to improve processes. Approximately 60% of this role is dedicated to core Technical Account Management responsibilities and 40% to leading client data testing engagements. This role requires the ability to balance concurrent priorities across active testing engagements and ongoing production support, often for the same client. This role requires a strong technical background, excellent communication skills, and a passion for helping customers succeed with complex solutions. Your day to day Client Technical Outcomes • Own day-to-day technical health of assigned client environments, ensuring stability, performance, and SLA adherence. • Lead investigation and resolution of complex technical issues, including escalation management. • Own Root Cause Analyses (RCAs), including clear documentation of root cause, impact, and corrective actions. Client Data Testing Leadership • Define and lead client UAT strategy, execution, and sign-off. • Coordinate testing activities across DataOps, QA, Engineering, and client teams. • Drive defect triage and resolution, ensuring alignment on severity, priorities, and exit criteria. • Support interoperability and regulatory testing (e.g., FHIR-based data, file and API validation). Client Partnership & Advocacy • Build trusted working relationships with client technical and operational stakeholders. • Act as the voice of the customer, translating client needs and feedback into actionable internal insights. • Ensure clients understand and effectively use Abacus products to achieve business outcomes. Cross-Functional Influence & Process Improvement • Lead through influence across Product, Engineering, DataOps, QA, and Client Success teams. • Contribute to the evolution of support, testing, and delivery playbooks. • Identify opportunities to improve efficiency through standardization, automation, and tooling. What You Bring To The Team • Experience supporting complex healthcare, SaaS, or data-driven platforms. • Strong background in technical support, escalation management, and client-facing problem solving. • Experience leading or coordinating UAT or QA efforts. • Proficiency in SQL for data validation and root cause analysis in cloud environments (e.g., Snowflake, Databricks). • Clear, concise communication with technical and non-technical stakeholders. • Ability to manage multiple priorities in fast-paced client environments. • Bachelor’s degree in a relevant field or equivalent experience. • Off hours/weekend work may be required during testing cycles or critical production events. • Willingness to travel approximately 5–10% to client locations to build and sustain executive-level relationships. Specific To Client Data Testing • Scrum Master certification or equivalent experience working in agile/scrum delivery environments. • Experience leading a QA effort for cloud software, or similar experience. What We Would Like To See, But Not Required • Experience with healthcare interoperability standards (FHIR, bulk data export, Patient Access API). • Familiarity with Snowflake, Databricks, or similar cloud data platforms. • Experience with test management or agile delivery tools (e.g., Jira, Azure DevOps). • Experience working with healthcare payer or Medicaid data sets. 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 • Unlimited paid time off – recharge when you need it • Work from anywhere – flexibility to fit your life • Comprehensive health coverage – multiple plan options to choose from • Equity for every employee – share in our success • Growth-focused environment – your development matters here • Home office setup allowance – one-time support to get you started • Monthly cell phone allowance – stay connected with ease 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.

Lead production operations, incident response, and reliability engineering for healthcare data platform. | 10+ years software engineering experience with AWS, Databricks, Python, incident management, and distributed systems expertise. | About Us 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. About The Role 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 engineering, or production operations • Deep hands-on experience operating production systems in AWS • Strong experience troubleshooting Databricks and large-scale data platforms • Proficiency in Python and experience building production services or tooling • Strong understanding of: • Distributed systems • Incident management and RCA practices • Monitoring, alerting, and observability • CI/CD Pipelines that leverage Infrastructure as Code. • Proven ability to own problems end-to-end, from detection to permanent resolution • Excellent communication skills, especially during incidents and customer escalations • Ability to work backward from customer impact to root cause across systems and codebases, delivering fixes in environments with minimal documentation. • Strong instinct for operational risk, with the ability to proactively identify failure modes and harden systems before they impact customers. What We Would Like To See, But Not Required • Experience in healthcare, health insurance, or regulated data environments • Familiarity with: • Kubernetes (EKS), EMR, Lambda • Spark internals • Snowflake or similar data warehouses • Experience with FHIR, MDM systems, or entity resolution • Prior experience in SWAT, escalation engineering, or tiger-team roles • Experience contributing to or operating within SRE/on-call programs 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 • Unlimited paid time off – recharge when you need it • Work from anywhere – flexibility to fit your life • Comprehensive health coverage – multiple plan options to choose from • Equity for every employee – share in our success • Growth-focused environment – your development matters here • Home office setup allowance – one-time support to get you started • Monthly cell phone allowance – stay connected with ease 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.

Manage healthcare client portfolio with P&L accountability and lead cross-functional teams to deliver strategic growth. | 12+ years client-facing leadership in SaaS or healthcare tech with bachelor's degree and P&L experience required. | About Us 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 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. About the Role The Senior Client Success Director is a high-impact, General Manager–level role for a leader who thrives on ownership and accountability. You are the single, accountable owner for a portfolio of healthcare clients, with end‑to‑end responsibility for client outcomes and the overall P&L health of your portfolio. This is a seat at the table where you drive real business results—retention, growth, and measurable value delivered through Abacus solutions. In this role, you are both the voice of the customer inside Abacus and the face of Abacus to your clients. You build deep, trust-based relationships with C‑suite and senior executives, positioning yourself as a strategic advisor who understands their business as well as—often better than—they do. By deeply understanding each client’s strategy, pressures, and competitive landscape, you anticipate what’s coming next, uncover opportunities for expansion, and proactively mitigate risk before it becomes visible. You succeed by leading through influence. You routinely mobilize cross‑functional teams—Client Data Engineering, Product, PMO, Analytics, and Client Requirements—to deliver exceptional client outcomes. You build alignment, create urgency, and drive momentum without relying on authority. You operate with a strong bias toward accountability, stepping forward to own challenges, champion solutions, and ensure follow‑through—while celebrating team wins along the way. This role is ideal for a builder and business owner at heart—someone energized by complexity, ambiguity, and pace. You don’t wait for perfect answers; you create clarity. You communicate with executive presence, distill complexity into clear decisions, and switch seamlessly between strategic conversations and hands‑on problem solving. If you’re motivated by growing something meaningful, shaping client strategy, and having a visible, measurable impact on both client success and company growth, this role offers that opportunity—at scale. Your day to day Client Outcomes, Not Activities. You own the results your clients achieve with the Abacus platform — retention, satisfaction, and measurable business value. You are not managing tasks; you are delivering outcomes. Executive Relationships & Trust. You build and sustain C-suite and VP-level relationships with your clients. You are a credible, consultative partner who earns a seat at the table — not just a point of contact. Portfolio Growth. You identify whitespace, connect client needs to expansion opportunities, and partner with Sales to grow your accounts. You think commercially and treat your portfolio like a business you own. Proactive Risk Management. You know your clients' business deeply enough to sense risks before they surface. You don't wait for escalations — you anticipate them, raise them early, and drive resolution across teams. Cross-Functional Influence. You mobilize Client Data Engineering, Product, PMO, and Analyst teams — none of whom report to you — to deliver for your clients. Your ability to lead through influence, not authority, is the engine of your success. Voice of the Customer. You translate client needs, feedback, and market context into actionable insight for internal teams, ensuring Abacus builds and delivers what clients actually need — not just what's on the roadmap. Client Satisfaction & Loyalty. You maintain the highest levels of client satisfaction (CSAT/NPS) and create an environment where clients want to expand their partnership with Abacus. Escalation Ownership. You are the single point of accountability for all client escalations. You own the resolution, the communication, and the follow-through — end to end. What You Bring to the Team 12+ years of experience in client-facing leadership roles in SaaS, professional services, or healthcare technology — with a track record of owning client outcomes, not just managing relationships. Demonstrated P&L or portfolio accountability — you have been the person answerable for revenue retention, growth, profitability, and client satisfaction for a defined book of business. Executive presence and communication skills — proven ability to build trust and credibility with C-suite and VP-level stakeholders, both internally and with clients. Experience leading through influence in matrixed or cross-functional environments where delivery depends on teams you don't directly manage. Strong financial acumen and risk management instincts — you make data-informed decisions and proactively manage commercial and delivery risk. Healthcare payer domain knowledge — you understand the business of health plans, including how data drives decisions around care management, member experience, and operational efficiency. SaaS and data platform fluency — you understand how modern data products are built, delivered, and scaled, and can translate technical capability into business value for clients. Bachelor's degree in Healthcare Administration, Computer Science, Business, Analytics or equivalent experience. Willingness to travel approximately 5–10% to client locations to build and deepen executive relationships. What we would like to see, but not required Prior experience operating as a General Manager, P&L owner, or franchise-style leader for a client portfolio or business unit. Familiarity with healthcare interoperability standards (e.g., CMS-0057, FHIR, HL7) and the regulatory landscape affecting health plans. PBM domain knowledge — you understand the business of pharmacy benefits management, including how data drives decisions around rebates, formularies, networks, claims adjudication, utilization, and operations. Experience with cloud technologies and modern data platforms (data lakes, analytics, GenAI-enabled workflows). Track record of growing accounts through consultative selling, upsell, and cross-sell in partnership with Sales teams. Exposure to healthcare payer operations — claims, enrollment, provider networks, quality programs, or value-based care models. 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 Unlimited paid time off – recharge when you need it Work from anywhere – flexibility to fit your life Comprehensive health coverage – multiple plan options to choose from Equity for every employee – share in our success Growth-focused environment – your development matters here Home office setup allowance – one-time support to get you started Monthly cell phone allowance – stay connected with ease#LI-MS1 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.

Lead and mentor a global technical support team to ensure optimal client production environments, manage escalations, coordinate UAT, improve support processes, and drive customer satisfaction and retention. | 5+ years technical support experience with 2+ years leadership, SaaS/cloud technology knowledge, healthcare payer software experience preferred, strong communication, project management, and customer service skills. | Abacus Insights is a mission-driven, rapid growth-stage technology company focused on transforming the healthcare payer industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights that address their customers' needs. Our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met. With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. Through our platform, these health insurance payers can ingest and manage all the data they need to transform their business by supporting their analytical, operational, and financial needs. Since our founding in 2017, Abacus has built a highly successful SaaS business, raising more than $81 Million by leading VC firms who have deep expertise in the healthcare and technology industries. We are solving problems of massive scale and complexity in an industry that is ready for disruption. We're growing quickly and would love for you to be a part of it! About the Role: We are seeking a highly motivated and experienced Senior Manager, Client Technical Support to lead a team of technical account managers in driving product adoption, customer support, customer satisfaction, long-term retention, and delivering exceptional service to our clients. This role also manages a team of incident managers responsible for managing high severity production outages. This role is responsible for ensuring client’s production environment operates at optimum levels, timely resolution of technical issues, driving customer satisfaction, and continuously improving support processes and team performance. This role requires a strong technical background, excellent communication skills, and a passion for helping customers succeed with complex solutions. A successful candidate has experience and practical knowledge to support clients in the following areas: Leading and managing a technical support team for external customers. Healthcare data and software for payers, PBMs, or third-party administrators. Technical support and triage of complex technical problems experienced by the client. Managing product performance against a set of client SLAs. Managing and coordinating UAT (User Acceptance Testing). Promoting a product’s capabilities based on the customer’s needs. Organization and project management skills. Managing client relationships and coordinating deliverables. Responsibilities: Team Leadership & Development Lead and mentor a global team of Technical Account Managers (TAMs) that are responsible for ensuring the client’s production environment operates optimally and within client SLAs. Lead and mentor a global team of Incident Managers responsible for managing a client’s production issues to resolution following a defined incident management process. Set performance goals, conduct regular reviews, and support career development. Foster a culture of customer advocacy, technical excellence, and continuous improvement. Client Support Operations Oversee daily operations of the client technical support team, ensuring SLAs and KPIs are met, and production issues are resolved. Manage escalations and ensure prompt resolution of complex technical issues. Coordinate across functional teams (Product, Engineering, Client Solutions) to resolve client production issues. Collaborate with cross-functional teams (Product, Engineering, Client Solutions) to address recurring issues and improve product quality. Draft, review and publish RCA (Root Cause Analysis), including performing 5 Whys analysis and identifying a defect elimination plan. Technical Enablement Guide clients through technical implementations, integrations, and optimization. Management and coordination of client UAT. Translate complex technical concepts into actionable insights for clients. Collaborate with product and engineering teams to influence roadmap based on client feedback. Process Improvement Develop and refine customer success processes, playbooks, and KPIs. Identify and implement improvements in support workflows, tools, and documentation. Drive standardization and automation by leveraging tools, including GenAI. Develop and maintain knowledge base articles and self-service resources. Monitor support metrics and generate reports to inform strategic decisions. Drive cross-functional initiatives to improve customer experience and product value. Customer Engagement, Success & Advocacy Develop trustworthy client relationships, resulting in referenceable clients. Ensure customers achieve their business goals through effective use of our products and solutions. Manage escalations and coordinate with support and engineering teams to resolve issues. Act as a voice of the customer within the organization. Ensure client feedback is captured and communicated to relevant teams. Drive initiatives to enhance client experience and retention. Expected behaviors of a Senior Manager, Client Technical Support include: Client-Centric Mindset Actively listen to client needs and goals. Anticipate challenges and proactively offer solutions. Advocate for the client internally while balancing business priorities. Proactively escalate issues to ensure they are gettingappropriate attention. Outcome-Oriented Execution Focus on delivering measurable value and outcomes. Track KPIs / success metrics aligned with client objectives. Follow through on commitments with urgency and accountability. Relationship Building Build trust through transparency, consistency, and empathy. Engage stakeholders at multiple levels within the client organization. Maintain regular, meaningful touchpoints—not just when issues arise. Organize stakeholder map and relationship matrix between Abacus and client. Strategic Thinking Understand the client’s business model, and competitive landscape. Understand client priorities, individual leader priorities, and current challenges. Identify opportunities for growth, innovation, and long-term partnership. Connect clients’ needs to broader organizational capabilities and product roadmaps. Cross-Functional Collaboration Partner effectively with sales, delivery (PMO. Client Solutions, Client Data Engineering), product, and support teams. Translate client feedback into actionable insights for internal teams. Ensure alignment across all touchpoints in the client journey. Problem Solving & Adaptability Stay calm under pressure and navigate ambiguity with confidence. Resolve issues quickly and constructively. Adapt to changing client priorities and market dynamics. Continuous Learning Comply with completing standard curriculum for your role. Stay informed on industry trends, client developments, and product updates. Seek feedback and invest in personal and professional growth. Share learnings and best practices with peers. What we’re looking for: Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience). 5+ years of experience in technical support, with at least 2 years in a leadership role. Experience in SaaS, cloud technologies, or enterprise software. Experience with data analysis Strong analytical and problem-solving abilities. Excellent verbal and written communication skills. Ability to manage multiple priorities and work effectively under pressure. Proficiency with support tools and platforms (e.g., Zoho Desk, Jira). Strong customer service orientation and ability to build trust with clients. Experience working with cross-functional teams in a fast-paced environment. High level of project organization, attention to detail, and time management. Off hours/weekend work occasionally required. Ability to travel up to 5% of the time Preferred Certifications: ITIL Foundation Certification – for understanding IT service management best practices. Equal Opportunity Employer As a mission-led technology company that is 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. We are dedicated to building diverse teams and providing equal employment opportunities to all applicants. Abacus prohibits discrimination and harassment of any type in regard to 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.

Lead and mentor global technical support teams, manage incident resolution, coordinate cross-functional efforts, and drive improvements in customer success processes and support workflows. | 5+ years technical support experience with 2+ years leadership, experience in SaaS/cloud, data analysis skills, strong communication, and proficiency with support platforms. | Description: • Lead and mentor a global team of Technical Account Managers ensuring client production environments operate optimally and within SLAs • Lead and mentor a global team of Incident Managers managing production issues to resolution following incident management processes • Set performance goals, conduct regular reviews, and support career development • Oversee daily operations of client technical support team, ensuring SLAs and KPIs are met • Manage escalations and ensure prompt resolution of complex technical issues • Coordinate across Product, Engineering, and Client Solutions to resolve client production issues • Draft, review and publish RCA including 5 Whys analysis and defect elimination plans • Guide clients through technical implementations, integrations, optimization, and manage client UAT • Translate complex technical concepts into actionable insights for clients • Collaborate with product and engineering to influence roadmap based on client feedback • Develop and refine customer success processes, playbooks, and KPIs • Identify and implement improvements in support workflows, tools, and documentation • Drive standardization and automation leveraging tools including GenAI • Develop and maintain knowledge base articles and self-service resources • Monitor support metrics and generate reports to inform strategic decisions • Develop trustworthy client relationships, act as voice of the customer, and drive initiatives to enhance client experience and retention Requirements: • Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience) • 5+ years of experience in technical support, with at least 2 years in a leadership role • Experience in SaaS, cloud technologies, or enterprise software • Experience with data analysis • Strong analytical and problem-solving abilities • Excellent verbal and written communication skills • Ability to manage multiple priorities and work effectively under pressure • Proficiency with support tools and platforms (e.g., Zoho Desk, Jira) • Strong customer service orientation and ability to build trust with clients • Experience working with cross-functional teams in a fast-paced environment • High level of project organization, attention to detail, and time management • Off hours/weekend work occasionally required • Ability to travel up to 5% of the time • Preferred: ITIL Foundation Certification Benefits:

Design and document scalable cloud-based healthcare data solutions focused on CMS Interoperability, collaborating with cross-functional teams and mentoring internal staff. | Senior-level experience in healthcare payer data systems, CMS Interoperability mandate expertise, cloud vendor experience, strong communication skills, and ability to translate business needs into technical solutions. | Abacus Insights is a mission-driven technology company focused on transforming the healthcare data industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights. In addition, our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met. With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. Through our platform, these healthcare organizations can ingest and manage all the data they need to transform their business by supporting their analytical, operational, and financial needs. Since our founding in 2017, Abacus has built a highly successful SaaS business, raising more than $81 Million from leading VC firms with deep expertise in the healthcare and technology industries. We are solving problems of massive scale and complexity in a sector that is not only ready for disruption. We're growing quickly and would love for you to be a part of it! About the Role: Our Solution Architecture team is looking to bring on an experienced Solution Architect to support both ongoing and new implementations. We see significant growth in our future and would love for you to be a part of it! You will partner with customers and numerous internal teams to craft highly scalable, flexible and resilient cloud architectures that provide solutions to solve customer business problems and accelerate the adoption of Abacus’ offerings. As a solutions architect, you will demonstrate best practices around advanced cloud solutions and healthcare payer systems including claims processing (i.e., Medical, Vision, Prescription claims), clinical informatics (e.g., Lab Results), provider systems such as EHR, and CMS Interoperability mandate solutions. As a trusted customer advocate, you will have the opportunity to guide a client’s successful adoption of Abacus’ core data management offerings. You Will: • Author the project architecture design documents, including data flows, sequence diagrams and overall system architecture, that will drive the technical implementation of the solutions. This role will primarily focus on defining solutions associated with CMS Interoperability, but may also work on other data solutions. • Work across business and IT teams to understand the current business and system capabilities and determine the desired state to define the overall technology strategy roadmap • Work closely with cross-functional teams, including business experts, technical business analysts, project managers, sales / account executives and data engineers to successfully implement client projects which reduce technology costs and solution redundancy. • Collaborate with Product Management to identify client-specific requirements that may translate into an existing standard product feature or a future feature on the Abacus product roadmap. • Define the solution architecture visions for designated components that describe the long-term goals as well as near-term needs of the client. • Provide mentorship to internal teams on business needs and use cases for seamless client implementation. Provide ongoing support to address questions and issues raised by the implementation team. What We're Looking For: • Understanding and passion for healthcare data and systems – including payer, provider, and integration partners. Strong working knowledge of US healthcare data, including but not limited to Medical Claims, Pharmacy Claims, Membership / Enrollment, Provider and Clinical. • Domain expertise in CMS Interoperability Mandate (9115 / 0057) - including the technology used to serve the mandated APIs as well as the data structures (FHIR) required to be compliant. • Ability to define the solution architecture vision in architecture design documents • Broad and general technical knowledge as well as competencies in infrastructure, data models, databases, service orientation, programming, frameworks, standards, and technical modeling. Strong experience with one or more cloud vendors (AWS / Azure / GCP) and data platforms (Databricks / Snowflake) desired. • Strong understanding of healthcare industry trends, regulations, and customer needs with preference for previous payer / Interoperability vendor experience • Experience translating business needs into technology solutions that enable delivery of the Abacus platform. • Strong communicator who can leverage their domain and technical expertise effectively with the client and build working relationships with internal and external team members. Ability to communicate succinctly and clearly, both verbally and written, across technical and non-technical audiences at multiple levels, including business leaders. • Experience working in the payer / healthcare data space and understanding of the historical data architecture needs of our clients. • Understanding of client services or experience working for a cloud-based data management provider to large clients. Nice to Have: • Working knowledge of Provider (EHR) Data formats and topics – including FHIR, X-12, HL-7 V2.3, and CCDA/CDA - as well as the general system architecture required to consume and make use of this data. • Working knowledge of Utilization Management / Care Management / Disease Management. 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.

Define and implement test strategies, create and maintain automated test cases in CI/CD pipelines, and collaborate across teams to ensure software quality. | Strong QA and testing experience with AWS and Azure, database validation skills, knowledge of healthcare standards, experience with microservices, container management including Kubernetes, API testing, and CI/CD pipeline expertise. | Abacus Insights is a mission-driven technology company focused on transforming the healthcare data industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights. In addition, our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met. With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. Through our platform, these healthcare organizations can ingest and manage all the data they need to transform their business by supporting their analytical, operational, and financial needs. Since our founding in 2017, Abacus has built a highly successful SaaS business, raising more than $81 Million from leading VC firms with deep expertise in the healthcare and technology industries. We are solving problems of massive scale and complexity in a sector that is not only ready for disruption. We're growing quickly and would love for you to be a part of it! About the Team & Role Our Platform QA team is looking for a Sr. Software Engineer in Test that will help provide direction and leadership with our product validation strategy and processes at Abacus Insights. This person will play a critical role in our Platform QA team to help define our test plans, integrate new features, and define test cases for our platform to be implemented by our automation team. This technical leadership role will work across various applications and technologies in collaboration with several development teams across the business. You Will: Define test strategies for Abacus products covering design, implementation, and maintenance of test cases for functional, end to end and performance testing. Define test suites based on best practices and adherence to standards. Ensure software quality via continuous and iterative testing Participate in internal reviews of software components and test automation. Create and maintain automation test cases in CI/CD pipelines with Python. Work with complex data applications developed on AWS and Azure platforms. What we're looking for: A self-starter with strong communication skills and with a strong understanding of Software Lifecycle and Quality Assurance processes for manual and automated testing. A contributor with strong integration skills that will evaluate new features, test them and update or create existing test cases. Strong communication skills are crucial to highlight findings and raise prioritization when needed. Strong knowledge of AWS and Azure platforms. Strong Knowledge of Database Systems (MongoDB, SQL, MySQL) and Data Validation. Knowledge of healthcare standards. Excellent analytical, problem-solving, and trouble-shooting skills. Experience with Micro services architecture, container management, API gateways, and tools like Kubernetes. Experience with Postman and/or API Endpoint validation. Gitlab and CI/CD pipeline experience. 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.