Manager, Sustenance and Tools Engineering

We are seeking an experienced Manager, Sustenance and Tools Engineering to lead a high-impact engineering team focused on customer success, product sustainment, and tooling innovation. This role is at the intersection of customer support, analytics, and product engineering , with a strong emphasis on ensuring that Qualys customers realize full value from their ETM investment.

The ideal candidate will have strong technical depth, customer empathy, and leadership skills to manage customer-reported issues, design health-monitoring tools, and drive product usage insights. You will work in close partnership with engineering teams across Third-Party Connectors & Integrations , Cyber Security Asset Management , and Enterprise TruRisk Management , aligning efforts to deliver seamless integrations, unified capabilities, and customer-driven outcomes.

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.