Sustaining Engineering Lead

Overview

The Sustaining Engineering Team is our engineering organization’s frontline vanguard and critical escalation function. It is responsible for triaging, qualifying, and driving the resolution of complex technical issues escalated by sales engineers, customers, and our support organization.

We are looking for a Sustaining Engineering Lead who will own this function end-to-end. You are not a passive dispatcher; you are a proactive, technical driver who thrives on solving complex system anomalies, possesses a deep sense of urgency, and commands a high-agency mindset. You will lead a rotating squad of engineers, act as the organization’s Incident Manager, and enforce strict metrics to ensure our most critical product issues are solved rapidly and permanently.

Operations & Escalation Management

• End-to-End Ownership: Oversee the entire ticket lifecycle from initial triage to verified production deployment.
• Triage & Assignment: Ensure all incoming escalations are immediately assigned to an owner with zero gaps in response times.
• Strict Qualification: Enforce a structured assessment of every issue to verify reproducibility, severity, workarounds, and whether it is a true defect or a feature gap.

Team Leadership & Rotation

• Lead a rotating squad of engineers drawn from feature teams, ensuring rapid onboarding and accountability throughout and after their rotation period.
• Act as the organization’s Incident Manager for critical escalations.
• Hold engineers accountable to finish their tickets even after their rotation ends.

Metrics & Continuous Improvement

• Track and enforce strict operational metrics including Time to First Response and Time in Qualification.
• Use data and SLAs to identify bottlenecks in engineering delivery and drive improvements.
• Ensure critical product issues are solved rapidly and permanently.

Cross-Functional Communication

• Handle communication with cross-functional stakeholders including Customer Success and Product during critical incidents.
• Collaborate with sales engineers, customers, and the support organization to drive resolution of escalated issues.