Sustaining Engineer

The Sustaining Engineer triages customer-escalated issues for a secure managed file transfer product, diagnosing problems, delivering C# fixes, and coordinating with customers and internal teams. The role requires mid-level experience, SQL scripting ability, infrastructure knowledge, and strong English communication.

About the job

Responsibilities

Own the triage of customer-escalated bugs and technical questions.
Distinguish enhancement requests from bugs and route them appropriately.
Join customer calls with Customer Experience, Sales, and Solution Engineering teams to troubleshoot live issues.
Diagnose escalated issues, implement C# fixes, and ship them through standard pull-request review.
Write and run targeted Microsoft SQL Server (MSSQL) scripts for one-off customer fixes.
Build and maintain a knowledge base for recurring issues.
Develop AI tools to improve escalation handling and troubleshooting.
Participate in weekend on-call support when needed.

Requirements

Mid-level experience with the ability to independently own live customer issues.
Solid C# skills for reading, debugging, and safely patching an existing codebase under time pressure.
Experience writing and running MSSQL scripts against production-adjacent data.
Working knowledge of infrastructure and the ability to reason about where an issue exists in the stack.
Strong spoken and written English.

Benefits

Professional development through training, mentoring, and opportunities for advancement.
Opportunity to deliver fixes directly to customers without a long release queue.