Associate Director, Service Engineering (Healthcare)

Location: Austin, Texas, United States

Company

hirify.global is a biotech and healthcare company focused on cell-free DNA testing and genetic diagnostics across oncology, women’s health, and organ health.

What you will do

• Lead, mentor, hire, and develop a team of Service Engineers and SREs supporting clinical production systems.
• Own reliability, availability, service health, SLAs, SLOs, and operational KPIs for lab-facing platforms.
• Lead major incident response, post-incident reviews, on-call operations, escalation paths, and operational readiness for new assays and platform capabilities.
• Partner with Engineering, Development, Lab Operations, Bioinformatics, Infrastructure, Facilities, and Compliance to design resilient systems and translate clinical needs into reliability requirements.
• Drive monitoring, alerting, logging, observability, automation, disaster recovery, and business continuity for critical systems.
• Provide executive-level updates on service health, incidents, operational risk, and mitigation plans.

Requirements

• 8+ years of experience in service engineering or related engineering roles.
• 5+ years of people management experience leading technical teams.
• Strong experience operating highly available, mission-critical production systems.
• Proven expertise in incident management and root cause analysis.
• Hands-on experience with CMMS and LIMS environments.
• Strong written and verbal communication skills, especially in high-stakes situations.

Nice to have

• Experience in healthcare, biotech, or other regulated environments.
• Familiarity with LIMS, data pipelines, or bioinformatics workflows.
• Experience with infrastructure and automation tools.
• Experience defining SLOs and SLAs for systems with clinical or patient impact.

Culture & Benefits

• Benefits include medical, dental, vision, life, and disability plans for eligible employees and dependents.
• Free testing for employees and immediate family members, plus fertility care benefits.
• Pregnancy and baby bonding leave, 401(k), commuter benefits, and an employee referral program.
• Work in a regulated healthcare environment focused on genetic testing, diagnostics, and patient impact.
• Equal opportunity and inclusive collaboration across multidisciplinary teams.