SustainingEngineeringLead

## Description 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 Schedule Management: Organize and optimize the rolling, staggered schedule for engineers rotating into the squad from feature teams. Continuous Accountability: Ensure rotating engineers maintain full ownership of their assigned tickets until resolved, even after their rotation cycle ends. Technical Anchor: Guide the rotating team through deep-dive debugging of the Actian Data Intelligence Platform. ## Incident & Stakeholder Coordination Incident Commander: Lead the engineering response during critical, high-severity platform outages to drive rapid resolution. Cross-Functional Bridge: Act as the primary link between Engineering, Support, Customer Success, and Product teams, joining customer calls when high-level technical input is neede