Sustaining & Escalation Engineering Lead [gn] Data Intelligence Platform

Ring Inc; United States; On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive salary and benefits package

Flexible work arrangements

Professional growth and development opportunities

Job summary

Ring Inc is seeking a Sustaining Engineering Lead responsible for overseeing the escalation process and leading a team of engineers. You will manage the lifecycle of technical issues, ensuring rapid resolutions and acting as the Incident Manager in high-severity situations.

The ideal candidate has a strong background in Software Engineering or Site Reliability Engineering, along with exceptional communication skills. Join us for a dynamic work environment that values innovation and collaboration.

Competitive salary, flexible work arrangements, and opportunities for professional growth are offered.

Qualifications

• Strong background in Software Engineering or SRE, working with SaaS architectures.
• Exceptional proactive behavior with accountability in high-pressure situations.
• Proven experience managing production outages and escalations.
• Deep expertise in issue tracking workflows and CI/CD pipelines.
• Exceptional verbal and written English communication skills.

Responsibilities

• Oversee the entire ticket lifecycle from initial triage to deployment.
• Ensure immediate assignment of escalations for zero response gaps.
• Lead engineering response during critical outages to drive resolution.
• Track and optimize operational metrics to eliminate bottlenecks.

Skills

Software Engineering

Site Reliability Engineering (SRE)

Jira

GitHub

AI for incident detection

Tools

CI/CD pipelines

Modern monitoring tools

Job description

The Sustaining Engineering Team is our engineering organization’s frontline vanguard and 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, 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.

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, and 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.

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.