Production Support Engineer- Overnight

PANTHERx is the nation’s largest rare disease pharmacy, prioritizing the patient experience in everything we do. We seek team members who are inspired, compassionate problem solvers producing high-quality work in the dynamic environment of modern medicine. Our employees drive superior health outcomes for people living with rare and devastating diseases, and we cultivate talent to encourage growth and exploration of interests within PANTHERx.

About the Role

This Production Support Engineer (Overnight) role is responsible for real-time monitoring, troubleshooting, and remediation of automated partner data solutions delivery during overnight hours. The position detects failures, diagnoses causes, executes approved remediations, regenerates or corrects deliverables, and ensures they reach partners within SLA—without waiting for the next-day shift. This is a hands-on technical role requiring strong SQL skills, independent troubleshooting under time pressure, and disciplined adherence to documented runbooks.

Responsibilities

• Monitor automated partner feed generation and SFTP delivery throughout the overnight window, responding to alerts indicating delivery failures or errors.
• Triage incoming alerts, classifying severity and identifying affected partner feeds and SLAs.
• Maintain situational awareness of the overnight feed delivery schedule and associated SLA deadlines.
• Diagnose feed delivery failures using SQL and documented runbooks to identify root causes in data, generation logic, or delivery processes.
• Execute approved remediation procedures to correct, regenerate, and redeliver affected files, verifying they meet requirements before sending to partners.
• Deliver corrected files via SFTP within SLA, confirm successful delivery, and document incidents and resolutions.
• Escalate issues outside documented runbooks to the Lead, Partner Data Feed Support, avoiding improvised fixes that could diverge from pipeline logic.
• Document every overnight incident, including failure, diagnosis, remediation, and delivery outcome, for accurate handoff to the daytime team.
• Contribute to the runbook library by identifying gaps, proposing new procedures, and flagging recurring failure modes warranting permanent fixes.
• Provide structured shift handoffs, surfacing open issues, partner impacts, and items requiring daytime follow-up.
• Coordinate with peer overnight engineers under the direction of the Lead, Partner Data Feed Support, to maintain continuous coverage.
• Escalate pipeline-level issues to the Partner Data Services engineering team when failures cannot be remediated via runbook procedures.
• Support onboarding of new or modified feeds into overnight coverage by reviewing runbooks and surfacing operability concerns.

Requirements

• 3+ years of experience in production support, data operations, data analysis, or a closely related hands-on technical role.
• Strong SQL skills to independently investigate and diagnose data feed failures in a production environment.
• Ability to troubleshoot technical failures methodically and remediate them under time pressure and deadline constraints.
• Experience with file-based data processing and understanding of data extraction, transformation, and delivery as structured output files.
• Ability to work independently with minimal real-time supervision, exercising sound judgment about when to remediate or escalate.
• Willingness and ability to work an overnight schedule on a Monday through Friday (24x5) coverage model, including rotation.
• Clear written communication skills for precise incident documentation and shift handoffs.

Preferred Qualifications

• Healthcare, specialty pharmacy, or regulated industry experience, with exposure to contractual partner data delivery.
• Familiarity with SFTP-based file delivery to external partners.
• Hands-on experience with Databricks and SQL on a medallion architecture (Bronze, Silver, Gold), or comparable cloud platforms (Snowflake, Azure, AWS).
• Experience working from operational runbooks in a structured production support environment.
• Exposure to pipeline observability or alerting tools (Monte Carlo, Datadog) and data contract concepts (ODCS or equivalent).
• Prior experience in a 24x5 or 24x7 production support or NOC environment.
• Bachelor’s degree in Computer Science, Information Systems, Data Engineering, or a related field, or equivalent experience.

Work Environment

This position works in a home office and professional office environment. Routine use of standard office equipment such as computers, phones, photocopiers, and filing cabinets is required. Communication is primarily via MS Teams.

Physical Demands

The role requires regular sitting, standing, walking, and use of hands and fingers to handle or feel objects. Visual acuity is necessary for reading and working with data on screens. Reasonable accommodations may be made for individuals with disabilities.

Benefits

• Hybrid, remote, and flexible on-site work schedules, based on position.
• Comprehensive benefits package including medical, dental, vision, health savings, and flexible spending accounts.
• 401K with employer matching.
• Employer-paid life insurance and short/long-term disability coverage.
• Employee Assistance Program (EAP).
• Generous paid time off for full-time employees, with limited PTO for part-time employees.
• Paid holidays.

Location: Pittsburgh, PA (Hybrid) | Classification: Exempt | Status: Full-Time | Reports to: Data Feed Support Manager