Lead Software Engineer - Sustenance and Tools Engineering

External

Qualys · Foster City

$155K–$165K/yrFull-timeOn-siteToday

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About the role

We are seeking a Lead Software Engineer to join the Sustenance & Tools Engineering team within the Qualys ETM organization. This role is critical to ensuring platform stability, rapid issue resolution, and continuous improvement of customer experience with 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. You will act as a technical leader owning the end-to-end CRM (Customer Reported Issue) lifecycle , driving live troubleshooting, delivering fixes in production environments, and collaborating closely with Support, SRE, Product, and core engineering teams. In addition, you will help design and enhance scalable microservices while mentoring engineers and strengthening the overall sustenance engineering function.

Responsibilities

Customer Issue Management & Sustenance Drive the entire CRM lifecycle from an engineering standpoint, starting from triage when a CRM is assigned to Engineering, ensuring the correct component and owning team are identified, through root-cause analysis, fix development, and final release.

Closely monitor all CRMs assigned to the Engineering team and ensure adherence to defined SLAs and escalation processes.

Lead live troubleshooting sessions with Customer Support, SREs, and other cross-functional teams to diagnose production issues and restore service quickly.

Provide workarounds, quick fixes, and tactical solutions wherever possible by leveraging strong software development and debugging skills.

Enhancements, Fixes & Production Support

Understand and deliver enhancement requests driven by customer use cases and real-world adoption patterns.

Develop and deliver hotfixes, patches, and minor enhancements, and provide upgrade and deployment support for production environments.

Ensure fixes are robust, well-tested, and aligned with long-term platform stability and scalability.

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.

Architecture, Design & Code Quality Design, develop, and deliver distributed, scalable, high-performance, containerized microservice-based applications.

Collaborate with core ETM teams across connectors, asset management, and risk management to ensure seamless integration and consistency.

Ensure high-quality design and code through thorough design reviews, code reviews, and adherence to engineering best practices.

Knowledge Sharing & Enablement Create and maintain knowledge base articles and runbooks for both customers and internal teams to reduce troubleshooting time and improve first-time resolution.

Act as a technical escalation point and provide expert guidance and mentorship to team members.

Team Building & Leadership Provide technical leadership, coaching, and mentorship to engineers within the sustenance and tools engineering team.

Participate actively in hiring processes, including interviewing and technical evaluations, to help build a strong and scalable sustenance engineering organization.

Lead Software Engineer - Sustenance and Tools Engineering

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