Actian
Sustaining & Escalation Engineering Lead [gn] Data Intelligence Platform
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Sustaining & Escalation Engineering Lead [gn] Data Intelligence Platform
Sustaining Engineering Lead
The Sustaining Engineering Team is our engineering organization’s frontline vanguard—our 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,
- 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.
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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; join customer calls when high-level technical input is needed.
Metrics & Delivery Tracking
- Data-Driven Optimization: Track and report on key operational metrics (Response Time, Qualification Time, Ready State) to eliminate bottlenecks.
- Deployment Verification: Track fixes through the CI/CD pipeline to confirm they are successfully deployed live to production.
Qualifications & Profile
Required Expertise
- Technical Background: 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.
- Extreme Ownership: Exceptional proactive behavior. You do not wait for things to happen—you anticipate bottlenecks, push through complexity, and exhibit a relentless sense of accountability.
- Incident Command: Proven experience managing:
- High-pressure situations,
- Production outages, and
- Critical enterprise customer escalations with calm, decisive, and communicative leadership.
- Process & Tooling Mastery: Deep expertise in:
- Issue tracking workflows (Jira),
- Version control development panels (GitHub),
- CI/CD pipelines, and
- Modern monitoring tools.
- Communication: Exceptional verbal and written English communication skills. Ability to translate deeply technical anomalies into clear business impact for:
- Internal executives, and
- Enterprise clients.
- AI Savvy: Experience using AI for detecting and triaging incidents.
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What We Offer
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.
Why Join Us?
At Actian, we are passionate about innovation and teamwork. This role is perfect for someone who:
- Thrives in a dynamic environment.
- Loves creating an efficient and welcoming workspace.
- Enjoys working closely with a talented team.
Interested? We’d love to hear from you! Let’s discuss how you can contribute to our success while growing your career with us.
Equal Opportunity & AI Transparency Statement
We value diversity at our company. All qualified applicants will receive consideration for employment without regard to:
- Race,
- Color,
- Religion,
- Sex,
- Sexual orientation,
- Gender identity,
- National origin, or
- Any other applicable legally protected characteristics in the location in which the candidate is applying.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as:
- Reviewing applications,
- Analyzing resumes, or
- Assessing responses to identify potential inconsistencies or verification signals based on available information.
These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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