Sustaining Engineering Lead [gn] Data Intelligence Platform

Team: Engineering

Location: Europe, Remote

Commitment: Full-Time

Workplace Type: remote

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 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

• 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 both internal executives and enterprise clients.

• Savvy on using AI for detecting and triaging incidents. 

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.