About the Sustaining & Escalations Team

Team Charter

The Sustaining & Escalations team is the first engineering contact within our cross-functional organization ensuring customer success by triaging and resolving complex customer issues. The team helps to identify and communicate hot spot areas where the they can create a stronger foundation of code which ultimately will help other engineers to be more effective by reducing the number of interruptions that flow into the teams.

Our team also works with non-engineering teams across the org to keep them updated on progress and status of open issues as well as during incidents. Additionally, we work to find understanding of the root cause of issues in both technical and non-technical terms. We provide solutions for issues that come through the pipeline and see engineering resolutions through to production.

As a team we strive to make the system better for everyone while leveraging our analytical abilities to investigate and debug a myriad of areas within our extensive code base. We value a collaborative culture where we continuously work and learn as a team.