Oversee the entire ticket lifecycle from initial triage to verified production deployment.
Ensure all incoming escalations are immediately assigned to an owner with zero gaps in response times.
Enforce a structured assessment of every issue to verify reproducibility, severity, workarounds, and whether it is a true defect or a feature gap.
Organize and optimize the rolling, staggered schedule for engineers rotating into the squad from feature teams.
Ensure rotating engineers maintain full ownership of their assigned tickets until resolved, even after their rotation cycle ends.
Guide the rotating team through deep-dive debugging of the Actian Data Intelligence Platform.
Lead the engineering response during critical, high-severity platform outages to drive rapid resolution.
Act as the primary link between Engineering, Support, Customer Success, and Product teams, joining customer calls when high-level technical input is needed.
Track and report on key operational metrics (Response Time, Qualification Time, Ready State) to eliminate bottlenecks.
Track fixes through the CI/CD pipeline to confirm they are successfully deployed live to production.

Strong background in Software Engineering, Site Reliability Engineering (SRE), or Tier 3 Support Engineering, ideally working with complex SaaS architectures, data platforms, or distributed systems.
Exceptional proactive behavior. You do not wait for things to happen; you anticipate bottlenecks, push through complexity, and exhibit a relentless sense of accountability.
Proven experience managing high-pressure situations, production outages, and critical enterprise customer escalations with calm, decisive, and communicative leadership.
Deep expertise in issue tracking workflows (Jira), version control development panels (GitHub), CI/CD pipelines, and modern monitoring tools.
Exceptional verbal and written English communication skills. Ability to translate deeply technical anomalies into clear business impact for both internal executives and enterprise clients.
Savvy on using AI for detecting and triaging incidents.

The chance to be part of an innovative, fast-growing company making a significant impact in the data management space.
Collaboration with a passionate and diverse team.
Competitive salary and benefits package.
Flexible work arrangements (remote or hybrid).
Opportunities for professional growth and development.

Sustaining Engineering Lead

Key skills