Lead Sustaining Software Engineer

Insight Global; Atlanta (GA); Presencial; USD 120 000 - 150 000; Tempo integral

Resumo da oferta

Insight Global seeks a technically skilled engineer to lead Sustaining efforts, owning Tier 2 issues and delivering reliable patches in a production environment. You will review junior engineers' fixes, investigate defects via logs and telemetry, and drive rapid resolutions within SLAs.

You will mentor teammates and collaborate with Support, Quality, and Product teams to reduce escalations. You will participate in on-call rotations for high-severity incidents, develop knowledge-base content, and

Qualificações

• Proficiency in .NET with ability to read and debug production code.
• Strong debugging, log analysis, and observability skills.
• Proven ability to lead, mentor, and direct work of junior engineers and contractors.
• Willingness to participate in rotating on-call schedule.
• Demonstrated ownership, composure under pressure, and proactive improvements.

Responsabilidades

• Serve as technical lead for Sustaining, owning intake, triage, prioritization, and resolution of Tier 2 issues.
• Deliver clean, well-tested defects, patches, and maintenance releases following best practices.
• Review fixes from junior engineers, gating quality and assessing regression risk.
• Investigate customer-reported defects, analyze logs and telemetry to isolate root cause.
• Drive rapid issue resolution against SLAs, escalating when needed.
• Lead on-call rotation and post-incident reviews for high-severity incidents.
• Develop and maintain technical docs, root-cause write-ups, and knowledge-base articles.
• Mentor, direct, and review work of junior engineers and contract resources.
• Partner with Customer Support, Quality, and Product Engineering to reproduce issues and feed back to backlog.
• Analyze trends to identify systemic problems and propose engineering or process changes.
• Identify improvements to the application via self-driven codebase exploration and support history.

Conhecimentos

Technical leadership

DOTNET

Debugging

Observability

Mentoring

On-call management

Ferramentas

Debugging tools

Observability tooling

Descrição da oferta de emprego

Job Description

Key Tasks and Responsibilities:

Serve as technical lead for the Sustaining function, owning intake, triage, prioritization, and resolution of escalated (Tier 2) customer issues.

Deliver clean, well-tested defect fixes, patches, and maintenance releases following best practices and coding standards.

Review fixes authored by junior engineers and contractors, gating patch quality and assessing regression risk before release to customers.

Independently investigate customer-reported defects — analyzing logs, telemetry, crash dumps, and field data to isolate root cause and implement a durable fix.

Drive rapid resolution of incoming customer issues against defined response and resolution service-level targets, escalating to Tier 3 or engineering owners when required.

Participate in and coordinate the on-call rotation, leading response for high-severity production incidents and completing post-incident reviews.

Develop and maintain technical documentation, root-cause write-ups, known-error records, and knowledge-base articles that enable Tier 1 to resolve issues without escalation.

Mentor, direct, and review the work of junior engineers and contract resources, assigning cases and building their diagnostic capability.

Partner with Customer Support, Quality, and Product Engineering to reproduce issues, feed recurring defects into the product backlog, and prevent repeat escalations.

Analyze case and defect trends to identify systemic problems, and propose engineering or process changes that reduce escalation volume over time.

Proactively identify and pursue improvements to the application without being asked — self-directed investigation of the codebase, telemetry, and support history to surface reliability, performance, usability, and supportability weaknesses before they generate customer escalations.

Build the business case for those improvements — scoping, sizing, and prioritizing optimization and hardening work, then implementing it directly or driving it into the product backlog through to release.

Skills and Requirements

Proficiency in .NET, with the ability to read and debug unfamiliar code in a live production codebase.

Strong understanding of software development methodologies and hands-on proficiency with debugging, log analysis, and observability/monitoring tooling.

Strong independent problem solver — able to work from incomplete data, form and test hypotheses, determine true root cause, and drive the fix to closure with minimal direction.

Strong communication skills, including the ability to explain technical status and root cause clearly to customers and stakeholders during active incidents.

Proven ability to lead, mentor, and direct the work of junior engineers and contract resources.

Willingness and availability to participate in a rotating on-call schedule.

Demonstrated ownership and composure under pressure — able to manage several concurrent escalations, judge severity correctly, and keep customers informed while the investigation is still open.

Highly self-motivated and proactive — sets own improvement agenda, digs into the product unprompted, and consistently brings forward optimizations rather than waiting for direction.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].