Sustaining Engineering Lead

Role OverviewThe 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.What You Will DoYou 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.Why It Might Be a FitYou will be responsible for overseeing the entire ticket lifecycle, triage and assignment, strict qualification, team leadership and rotation, incident and stakeholder coordination, and metrics and delivery tracking.RequirementsStrong background in Software Engineering, Site Reliability Engineering (SRE), or Tier 3 Support EngineeringExceptional proactive behaviorProven experience managing high-pressure situations, production outages, and critical enterprise customer escalationsDeep expertise in issue tracking workflows (Jira), version control development panels (GitHub), CI/CD pipelines, and modern monitoring toolsExceptional verbal and written English communication skillsSavvy on using AI for detecting and triaging incidentsBenefitsCompetitive salaryBenefits packageFlexible work arrangements (remote or hybrid)Opportunities for professional growth and developmentOriginally posted on Himalayas