Manager, Sustenance and Tools Engineering

Manager, Sustenance and Tools Engineering

About The Role

Manager, Sustenance and Tools Engineering

customer support, analytics, and product engineering

Third-Party Connectors & Integrations

Cyber Security Asset Management

Enterprise TruRisk Management

Key Responsibilities

• Customer Sustenance & Issue Resolution
• Own and manage resolution of customer-reported issues within ETM, Connectors and Asset Management modules ensuring timely root-cause analysis and long-term fixes.
• Partner with Product Management and Customer Success teams to ensure recurring issues translate into roadmap improvements.
• Define and track key metrics for supportability, issue resolution, and product stability.
• Analytics & Tools Engineering
• Lead the design and development of analytics dashboards and back-office tools to improve customer health, adoption, and risk visibility.
• Monitor customer usage patterns and provide actionable insights to internal teams for proactive engagement.
• Build automation and self-service capabilities that reduce friction for customers and internal support teams.
• Team Leadership
• Recruit, mentor, and grow a high-performing engineering team with a customer-first mindset.
• Foster a culture of accountability, innovation, and continuous improvement.
• Collaborate cross-functionally with Product, Customer Success, and Operations teams.
  

Qualifications

• 10+ years of experience in software engineering, support engineering, or tools development, with at least 3+ years in a leadership/managerial role.
• Strong expertise in SaaS platform sustainment and observability (logs, telemetry, monitoring).
• Demonstrated ability to lead cross-functional initiatives, manage engineering teams in a distributed and agile environment and deliver customer-impacting outcomes.
• Proven experience building and maintaining Java/Spring Boot services, including implementation of single sign-on (SSO) authentication mechanisms such as SAML, OAuth, or OpenID Connect.
• Solid understanding of relational databases (PostgreSQL, MySQL, or Oracle) and hands-on experience designing scalable schemas.
• Working knowledge of Opensearch clusters for search, indexing, and analytics use cases.
• Excellent problem-solving and debugging skills with a customer-centric approach.
• Strong communication skills for engaging with executives, customers, and technical teams.
• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.