Sustaining Engineer

Title:Sustaining Engineer
Location: Boston, MA

Job Description:

Neo Security is hiring a Sustaining Engineer to keep our production product reliable, secure, and performant for the customers depending on it every day. Based out of our Boston, MA office, you'll own the triage, root-cause analysis, and resolution of customer-reported bugs, security findings, and production issues across our shipped product versions. You'll work closely with Support, Customer Success, QA, and the core Engineering team to fix what's broken, patch what's vulnerable, and feed hard-won lessons back into how we build.

This role suits an engineer who enjoys solving gnarly, real-world problems in already-shipped code, takes pride in customer impact, and is comfortable being the person who digs into a hard bug until it's truly fixed — not just patched over.

What You'll Do

• Triage, reproduce, and root-cause customer-reported bugs and production issues across supported product versions.


• Develop, test, and ship fixes and patches for existing releases, following the team's release and hotfix processes.


• Partner with Support and Customer Success to investigate escalated customer issues and provide timely updates and resolutions.


• Triage and remediate security vulnerabilities identified through internal scanning, external research, or customer/partner reports.


• Maintain and improve internal tooling used for debugging, log analysis, and issue reproduction across environments.


• Collaborate with QA to build regression tests that prevent previously fixed issues from recurring.


• Document root causes, fixes, and workarounds clearly for internal teams (Support, Customer Success) and, where appropriate, customers.


• Identify patterns across recurring issues and feed them back to core product/engineering teams to inform longer-term fixes and architectural improvements.


• Participate in an on-call rotation to support critical production issues and security incidents as needed.


• Balance reactive bug-fixing work with proactive stability, performance, and technical debt improvements.

 

Requirements

• 4+ years of professional software engineering experience, ideally including sustaining engineering, production support, or similar maintenance-focused work.


• Strong debugging and root-cause analysis skills, comfortable working in unfamiliar or legacy portions of a codebase.


• Proficiency in the languages and technologies used in Neo Security's product (details shared during the interview process; general proficiency in a modern backend language such as Go, Python, Java, or similar is expected).


• Experience working with customer-reported issues and translating vague reports into clear, reproducible bugs.


• Familiarity with security concepts and comfort triaging and remediating vulnerabilities, given Neo Security's product domain.


• Solid understanding of testing practices, including writing regression tests to prevent issue recurrence.


• Strong written communication skills, with the ability to document technical issues clearly for both technical and non-technical audiences.


• Comfortable participating in an on-call rotation for critical issues.


• Based in or near Boston, MA, with the ability to work a hybrid schedule.