Production Support Engineer- Overnight

7,000 Diseases - 500 Treatments - 1 Rare Pharmacy

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!

Location: Pittsburgh, PA (Hybrid)

Classification: Exempt

Status: Full-Time

Reports to: Data Feed Support Manager

Purpose

The Production Support Engineer (Overnight) is responsible for the real-time monitoring, troubleshooting, and remediation of automated partner data solutions delivery during overnight hours. This role detects data solution failures, diagnoses the cause, executes the approved remediation, regenerates or corrects the affected deliverables, and provides them to the partner within SLA, without waiting for the next-day daytime shift.

This is a hands-on technical production support role. The successful candidate is comfortable working independently overnight, has strong SQL skills, can troubleshoot data and file delivery failures under time pressure, and operates with discipline from documented runbooks while knowing when an issue must be escalated.

Responsibilities

Feed Monitoring & Failure Detection

• Monitors automated partner feed generation and SFTP delivery throughout the overnight window, responding to alerts thatindicatea delivery failure or feed error.
• Triages incoming alerts and failures, classifying severity andidentifyingwhich partner feeds and SLAs are affected.
• Maintains situational awareness of the overnight feed delivery schedule and the SLA deadlines associated with each partnerdata solution.

Troubleshooting & Remediation

• Diagnoses feed delivery failures using SQL and the documented runbook for the affected feed,identifyingthe root cause of the failure in the data, the generation logic, or the delivery process.
• Executes approved remediation procedures to correct, regenerate, and redeliver affected files, verifying that corrected files meet delivery requirements beforesending tothe partner.
• Delivers corrected files to partners via SFTP within SLA, confirming successful delivery and documenting the incident and resolution.
• Escalates issues that fall outside documented runbooks to the Lead, Partner Data Feed Support, rather than improvising fixes that could diverge from the underlying pipeline logic.

Documentation & Continuous Improvement

• Documents every overnight incident: the failure, the diagnosis, the remediation performed, and the delivery outcome,maintainingan accuratehandoff record for the daytime team and the Lead.
• Contributes to the runbook library byidentifyinggaps, proposing new remediation procedures, and flagging recurring failure modes thatwarranta permanent engineering fix.
• Provides a structured shift handoff at the end of the overnight window, surfacing open issues, partner impacts, and items requiring daytime follow-up.

Cross-Functional Collaboration

• Works under the direction of the Lead, Partner Data Feed Support, and coordinates with peer overnight engineers tomaintaincontinuous coverage across the shift rotation.
• Escalates pipeline-level issues to the Partner Data Services engineering team in Data and Analytics through the defined escalation path when a failure cannot be remediated through runbook procedures.
• Supports the onboarding of new and modified feeds into overnight coverage by reviewing runbooks and surfacing operability concerns before a feed goes live.

Required Qualifications

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

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 data platform experience (Snowflake, Azure, AWS).
• Experience working from operational runbooks in a structured production support environment.

• Exposure to pipeline observability or alerting tooling (Monte Carlo, Datadog, or equivalent) 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, ora relatedfield, or equivalent experience.

Work Environment

This position works in a home office and professional office environment. When in-office this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, and communications via MS Teams.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, see, talk or hear. The employee frequently is required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms. Visual acuity is necessary for tasks such as reading and working with various forms of data on a screen. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Benefits:

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. Of course we offer paid holidays too!

Equal Opportunity:

PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.