Sustaining and Forward Deployed Engineer

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About the role

About Us Abacus Insights is transforming how data and AI work 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. As the AI and Data Platform for Payer Intelligence, 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 Site Reliability and Forward Deployed Engineer is an individual contributor who supports production operations, incident response, and post-launch reliability across the Abacus Insights platform. Working with guidance from experienced engineers and technical leaders, this role builds practical skills in troubleshooting, automation, customer support, and reliable system operations. This role combines: • Production operations and reliability engineering fundamentals • Hands-on technical troubleshooting during incidents and escalations • Customer-facing technical support for deployments and production issues • Software development and automation to reduce manual operational work You will help investigate production issues involving AWS infrastructure, Databricks workloads, and data pipelines. You will partner with senior engineers, platform teams, and customer-facing teams to resolve issues, improve operational documentation, and turn recurring problems into reusable solutions. You are expected to participate actively in incident response, debug systems using established tools and runbooks, and contribute code and documentation that improve reliability and operability. Success in this role is supported through structured onboarding covering the platform, production support processes, incident response, and customer context; pairing and mentorship from experienced SRE, platform, data, and engineering team members; progressive ownership, beginning with documented and well-scoped tasks before moving to more complex incidents and customer engagements; and regular feedback focused on technical growth, operational judgment, communication, and automation skills. Your day to day • Participate in production incident triage, mitigation, recovery, and follow-up activities under the guidance of experienced engineers. • Contribute evidence, technical findings, and follow-up actions to root cause analyses (RCAs). • Investigate and resolve well-scoped production defects and field-reported issues, escalating complex or high-risk problems appropriately. • Collaborate with Engineering, Data, Customer Success, and Support teams during customer-impacting incidents and escalations. • Maintain and improve runbooks, troubleshooting guides, monitoring, alerting, and operational checklists. • Support customer deployments, integrations, and production troubleshooting alongside senior or customer-facing engineers. • Write and mainta

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