Forward Deployed Engineer

Forward Deployed Engineer, OnePACS

Position Overview

The Forward Deployed Engineer is a senior technical individual contributor who works at the intersection of software engineering, cloud infrastructure, reliability, and customer operations.

This role is built for an engineer who can enter complex production and customer situations, understand the full system, restore stability, and convert operational demand into lasting improvements.

The Forward Deployed Engineer title reflects the longer-term direction of the role: an engineer positioned close to real-world problems and capable of applying broad technical judgment across the product, platform, infrastructure, data, and customer workflow.

Within OnePACS, the role is currently focused primarily on site reliability, platform engineering, systems diagnosis, and operational improvement. It is not a customer-embedded custom development role, a traditional application developer position, or a ticket-processing support function.

Development may be required to automate operational work, improve diagnostic or administrative tooling, integrate systems, or implement targeted fixes within the OnePACS platform. This may include work in C# and .NET for Windows-based OnePACS applications and services, as well as Python, PowerShell, Bash, and SQL for automation, data operations, troubleshooting, and cloud or platform tooling. The role is not expected to own broad feature development, but candidates should be comfortable reading, modifying, and safely deploying code when a durable solution requires it.

The role will generally spend approximately 70 percent of its capacity on proactive reliability and platform improvement and 30 percent responding to escalations, production issues, migrations, data requests, integrations, and other high-value operational needs.

What You Will Do

• Investigate and resolve complex Tier 2 and Tier 3 issues across applications, infrastructure, integrations, databases, and customer configurations.
• Assist with migrations, data requests, technical escalations, and production-originated needs.
• Diagnose issues using logs, metrics, alerts, database analysis, infrastructure signals, and customer workflow context.
• Restore service safely while identifying the conditions that caused or contributed to the issue.
• Develop durable fixes, scripts, automation, operational tooling, and technical guardrails.
• Identify patterns across incidents, requests, and customer dissatisfiers, then translate them into reliability and platform improvements.
• Improve observability, alerting, runbooks, recovery procedures, and operational readiness.
• Reduce recurring manual work and dependence on undocumented institutional knowledge.
• Partner with Engineering, DevOps, Product, technical support, and customer-facing teams to prioritize work based on customer impact, risk, frequency, and long-term value.

What Success Looks Like

• Critical customer and production issues are resolved with speed and sound technical judgment.
• Recurring issues and manual requests are reduced through automation and durable engineering improvements.
• Migrations and operational changes become safer and more repeatable.
• Systems become easier to observe, diagnose, operate, recover, and scale.
• Operational knowledge is captured in tooling, documentation, and repeatable processes.
• Customer and production insights are converted into improvements in product quality, stability, and resilience.

Required Qualifications

• 5 or more years of experience in site reliability engineering, systems engineering, DevOps, platform engineering, infrastructure engineering, production engineering, or a similar role.
• Strong diagnostic and root cause analysis skills across complex or distributed systems.
• Experience supporting business-critical or highly available software environments.
• Hands-on experience with cloud-hosted systems, preferably AWS.
• Experience with monitoring, logging, alerting, and production observability.
• Working knowledge of relational databases and SQL-based investigation.
• Ability to automate repetitive work using technologies such as Python, PowerShell, Bash, SQL, or comparable tools.
• Familiarity with Linux-based systems and a willingness to troubleshoot Windows-based applications and services when needed.
• Ability to balance immediate operational needs with longer-term engineering priorities.
• Clear written and verbal communication during incidents, escalations, and cross-functional problem solving.

Preferred Qualifications

• Experience with AWS and containerized workloads, including ECS, Kubernetes, or comparable technologies.
• Experience with PostgreSQL.
• Experience with infrastructure as code and CI/CD pipelines.
• Experience with healthcare technology, PACS, medical imaging, DICOM, HL7, or clinical integrations.
• Experience supporting migrations, data movement, or customer-specific technical workflows.
• Experience operating multi-tenant SaaS platforms.
• Experience in regulated software environments, including FDA, SaMD, or medical device quality systems.

The Person We Are Looking For

You are comfortable working where software, infrastructure, data, and real-world customer workflows meet.

You can respond to an urgent need without allowing urgency to become the permanent operating model. You distinguish symptoms from root causes, isolated requests from broader patterns, and short-term repairs from durable solutions.

You bring calm judgment to ambiguous technical situations, learn unfamiliar systems quickly, communicate clearly, and leave systems stronger than you found them.

Equal Opportunity Employer
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