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.