Sustaining Engineering Lead

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage the complete lifecycle of tickets from initial triage through to verified deployment in production.

• Guarantee that all incoming escalations are promptly assigned to an owner, ensuring no delays in response times.

• Implement a systematic evaluation of each issue to confirm reproducibility, severity, workarounds, and to determine if it is a genuine defect or a feature gap.

• Organize and streamline the staggered schedule for engineers rotating into the squad from various feature teams.

• Ensure that rotating engineers retain full accountability for their assigned tickets until they are resolved, even beyond their rotation period.

• Assist the rotating team in conducting in-depth debugging of the Actian Data Intelligence Platform.

• Spearhead the engineering response during critical, high-severity platform outages to ensure swift resolution.

• Serve as the main liaison between Engineering, Support, Customer Success, and Product teams, participating in customer calls when high-level technical expertise is required.

• Monitor and report on essential operational metrics (Response Time, Qualification Time, Ready State) to eliminate bottlenecks.

• Track fixes throughout the CI/CD pipeline to verify successful deployment to production.

⛳️ Requirements

• Solid foundation in Software Engineering, Site Reliability Engineering (SRE), or Tier 3 Support Engineering, preferably with experience in complex SaaS architectures, data platforms, or distributed systems.

• Outstanding proactive mindset. You do not wait for events to unfold; you foresee bottlenecks, navigate through complexities, and demonstrate a strong sense of accountability.

• Demonstrated ability to manage high-pressure scenarios, production outages, and critical escalations from enterprise customers with calm, decisive, and effective leadership.

• Extensive knowledge of issue tracking workflows (Jira), version control systems (GitHub), CI/CD pipelines, and contemporary monitoring tools.

• Excellent verbal and written communication skills in English. Ability to translate complex technical issues into clear business implications for both internal executives and enterprise clients.

• Proficient in utilizing AI for incident detection and triaging.

🏝️ Benefits

• The opportunity to contribute to an innovative and rapidly growing company that is making a significant impact in the data management field.

• Collaboration with a dedicated and diverse team.

• Competitive salary and comprehensive benefits package.

• Flexible work arrangements (remote or hybrid).

• Opportunities for professional growth and development.