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