Manager, Sustenance and Tools Engineering

As a Manager, Sustenance and Tools Engineering at our company, your role will be critical in leading a high-impact engineering team focused on customer success, product sustainment, and tooling innovation. You will work at the intersection of customer support, analytics, and product engineering, ensuring that Qualys customers realize full value from their ETM investment. **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. - Bachelors or Masters degree in Computer Science, Engineering, or a related field.,