Lead, Partner Data Feed Support

The Lead, Partner Data Feed Support is the senior technical anchor for the overnight partner data solutions support operation. This role owns the runbook library that the overnight Production Support Engineers operate from, sets the standard for how feed delivery failures are detected and remediated, and serves as the primary escalation point when an overnight issue falls outside documented procedures. The Lead works a daytime or overlapping schedule by design: the role exists to ensure the overnight team is never operating without a tested, documented playbook, and that every new or modified feed is fully run-booked before it is accepted into overnight coverage.

This role sits at the build-to-run seam. PANTHERx produces custom data feeds delivered to external partners via SFTP under contractual SLAs, and these feeds are built by the Partner Data Services engineering team. The Lead owns the handoff that ensures support can reliably operate what engineering builds. This role is also accountable for preventing the divergence between build logic and remediation logic that accumulates when issues are fixed ad hoc overnight. This is a hands-on leader: the Lead personally resolves the most complex failures and is the deepest technical resource on partner feed structure and delivery within the support team.

Responsibilities

Runbook Ownership & Remediation Standards

• Owns the feed support runbook library: documents known failure modes, approved remediation procedures, regeneration steps, and delivery verification for each partner data solution.
• Establishes the standard that overnight engineers remediate from documented, approved runbooks, and defines the escalation threshold at which an issue outside the runbook is escalated rather than resolved ad hoc.
• Reviews and updates runbooks continuously as feeds change, partner requirements evolve, and new failure modes areencountered, ensuring the overnight team is neveroperatingon stale procedures.
• Conducts post-incident reviews for overnightescalations,feeding root causes back into the runbook library and to the engineering owners where a permanent pipeline-level fix iswarranted.

Build-to-Run Handoff

• Owns the acceptance standard by which new and modified feeds enter overnight coverage: a feed is not accepted into 24x5 support until it is documented, run-booked, andvalidatedagainst its delivery requirements.
• Partners directly with the Partner Data Services engineering team in Data and Analytics to ensure remediation procedures reflect actual pipeline logic and do not diverge from how feeds are built.
• Coordinates with the Partner Data Solutions product owners in Informatics on partner SLA expectations, feed specifications, and change communication that affect overnight support.

Overnight Operations Leadership

• Provides senior technical guidance and escalation support to the overnight Production Support Engineers, including during overlap hours and viaon-callfor issues beyond documented runbooks.
• Defines shift coverage, rotation, andabsencebackfill for the overnight team, ensuring SLA commitments are sustained without reintroducing daytime overtime dependency.
• Mentors anddevelopsthe overnightengineers on troubleshootingmethodology, SQL and data remediation skills, and runbook discipline.
• Monitors overnight support metrics: failure detection time, remediation time, SLA attainment, and escalation frequency, surfacing trends and recurring failure modes for permanent resolution.

Hands-On Remediation

• Personallytroubleshoots and remediates the most complex feed delivery failures, including those requiring SQL-level investigation, file regeneration, and corrected redelivery to partners within SLA.
• Serves as the deepest technical resource on partner feed structure, generation logic, and the SFTP delivery process within the support organization.

• 7+ years of experience in data operations, production support, data engineering, or a closely related hands-on technical role, including at least 2 years in a lead, senior, or team lead capacity.
• Strong, hands-on SQL skills sufficient to independently investigate, diagnose, and remediate data feed failures in a production environment.
• Hands-on experience troubleshooting and remediating failures in Databricks jobs and pipelines, including diagnosing failed or stalled runs, interpreting run logs and error output, and resolving issues in the pipeline logic that produces partner feed outputs.
• Experience authoring andmaintainingoperational runbooks, remediation procedures, or support documentation that other engineers execute from.
• Familiarity with file-based data delivery, including flat file generation and SFTP delivery to external partners.
• Proven ability to set technical standards and provide escalation support to a team of engineers, including outside standard business hours.
• Clear written communication skills; able to document failure modes and remediation procedures precisely enough for others to execute reliably., * Healthcare, specialty pharmacy, or regulated industry experience, with exposure to contractual partner data delivery under SLA.
• Familiarity withmedallion architecture (Bronze, Silver, Gold)and Unity Catalog, or comparableexperience on another moderncloud data platform (Snowflake, Azure, AWS).
• Familiarity with data contract concepts (ODCS or equivalent) and pipeline observability or alerting tooling (Monte Carlo, Datadog, or equivalent).

• Experienceoperatingin or leading a 24x5 or 24x7 production support or NOC environment with on-call rotation.

• Experience at the seam between a support function and an engineering function, governing build-to-run handoffs.
• Bachelor’s degree in Computer Science, Information Systems, Data Engineering, ora relatedfield, or equivalent experience.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance, Hybrid, remote and flexible on-site work schedules are available, based on the position. PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program! Generous paid time off is also available to all full-time employees, as well as limited paid time off for part-time employees. Of course we offer paid holidays too!

PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.

If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.

We are seeking team members who:

Are inspired and compassionate problem solvers;

Produce high quality work;

Thrive in the excitement of the ever-challenging environment of modern medicine; and

Are committed to achieving superior health outcomes for people living with rare and devastating diseases.

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.

Join the PANTHERx team, and define your own RxARE future in healthcare!