Software Development Lead - Escalations

Sustained Engineering Lead

This is an onsite in person role. Only candidates who are able to commute to our offices in Eagle,  be considered.

We are looking for a Sustained Engineering Lead who thrives at the intersection of deep technical expertise, high ROI execution and direct client impact. This is not a passive, ticket-routing role - it's a hands-on, high-ownership position for an engineer who wants to own an entire lane of operation: from the moment a client escalation lands, through solutioning, to the moment a permanent fix ships.

You partner directly with our head of Client Success, and Product, write code, and be a driving force in the stability, quality, and long-term reliability of our product.

• Client Escalations - Be the technical anchor for critical and high-priority client issues. You are the person the team looks to when an issue is in the code, in the data, urgent, or cross-functional.
• Triage and own full lifecycle of Escalations - Partner with head of Customer Success and Product, using your technical, consulting, and investigation skills to verify, triage, prioritize, investigate, resolve and deliver solutions to the pipeline of requests.
• Root Cause Analysis - Conduct deep-dive investigations into production issues, defects, and systemic failures. Don’t just fix the symptom - find the source and eliminate it.
• Resolution & Code Fixes - Write, review, and ship code. You are expected to be a hands-on contributor who can diagnose and resolve issues directly in the codebase, not simply delegate to others.
• Client Relationships - Engage directly with clients and client-facing teams during escalations. Communicate with clarity, empathy, and technical credibility.
• Quality & Reliability Improvement - Identify patterns in escalations and defects, and drive systemic improvements that reduce recurrence across the product.
• Process & Standards - Define and refine how the sustaining engineering function operates - triage processes, escalation playbooks, SLA adherence, and post-mortems.

• Take full ownership of client escalations from intake through resolution, including direct client communication and internal coordination.
• Conduct thorough investigation and root-cause analysis of reported defects, regressions, and production incidents.
• Write production-quality code and tests to deliver bug fixes, patches, and workarounds on tight timelines without sacrificing long-term code health.
• Collaborate cross-functionally with Product, Engineering, QA, and Support teams to triage, prioritize, and resolve client-impacting issues.
• Reproduce and isolate client-reported issues across diverse environments, configurations, and data sets.
• Document findings, resolutions, and known issues in a clear, reusable manner for internal and client-facing knowledge bases.
• Contribute to and enforce coding standards, review practices, and testing requirements within the sustaining engineering function.
• Mentor and guide junior and mid-level sustaining engineers; set the technical bar for the team.
• Proactively identify and address technical debt and fragile areas of the codebase that drive disproportionate client issues.
• Participate in on-call rotation for critical client escalations as needed.

• 5+ years of software engineering experience
  , with a demonstrated track record in sustaining, support engineering, or a closely related discipline.
• Strong, hands-on coding ability - you write code daily and are comfortable diving into unfamiliar codebases quickly. Our stack is .NET, C#, Type Script, Elastic, Redis, and SQL Server.
• Deep ownership mindset - you drive issues to resolution, follow through without being asked, and are accountable for outcomes, not just effort.
• Proven experience handling client escalations in a technical capacity, including direct client communication under pressure.
• Expert-level debugging and troubleshooting skills - log analysis, profiling, memory/thread analysis, distributed system tracing, etc.
• Strong written and verbal communication skills; ability to translate complex technical findings into clear summaries for both technical and non-technical…