Lead Sustaining Engineer

AutoStore System Inc.; Atlanta (GA); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental, and Vis

Health Savings Account with company

12 holidays + paid time off + parental

401(k) plan with employer match

Educational assistance & mentorship

Life Insurance & Disability Insurance

Employee Assistance programmes

Job summary

AutoStore, a global warehouse automation company, seeks a Sustaining Engineering Lead to direct day-to-day work for junior engineers and contractors. You will own intake, triage, prioritisation, and resolution of escalated Tier 2 issues while ensuring high-quality fixes and thorough reviews.

You will mentor engineers, coordinate on-call rotations, and collaborate across support, quality, and product teams to prevent escalations and drive reliability improvements.

Qualifications

• Proficiency in .NET and debugging in a live production codebase.
• Strong problem-solving with root-cause analysis and regression risk assessment.
• Experience leading and mentoring junior engineers and contractors.
• Excellent communication to explain status and root cause during incidents.

Responsibilities

• Serve as technical lead for Sustaining, triaging and resolving Tier 2 customer issues.
• Deliver clean fixes, patches, and maintenance releases following standards.
• Review junior engineers' fixes and gate quality before release to customers.
• Investigate customer defects using logs, telemetry, and field data to isolate causes.
• Drive rapid issue resolution within SLAs and escalate when needed.
• Participate in on-call rotation and lead post-incident reviews.
• Create and maintain technical docs, known-error records, and KB articles.
• Mentor and review work of junior engineers and contractors.
• Collaborate with Support, Quality, and Product Engineering to backlog defects.
• Analyze trends to identify systemic problems and propose improvements.

Skills

.NET

Debugging

On-call experience

Leadership

Root cause analysis

Customer communication

Job description

AutoStore™ holds a simple yet powerful vision: to store and move things for everyone, everywhere. Founded in Norway, we've grown into a global technology company. AutoStore uses advanced software to automate and orchestrate order fulfillment. Our goal is to ensure orders arrive faster than ever, with minimal environmental impact. That’s how we help brands exceed customer expectations. We have more than 1600 systems in nearly 60 countries, and we grow continuously as a community of employees, partners, customers, suppliers, and connected technologies. Automation should make life easier, and by listening carefully to our community, we innovate to meet the industry’s most complex needs. With AutoStore™, brands gain speed, efficiency, and improved workplaces. And much more floor space. AutoStore – moving things forward.

The Role

This role serves as the functional lead for the Sustaining function, directing the day-to-day work of junior engineers and contract resources — including task assignment, prioritisation, and quality review. It does not carry formal HR reporting responsibility.

Key Tasks and Responsibilities

• Serve as technical lead for the Sustaining function, owning intake, triage, prioritisation, and resolution of escalated (Tier 2) customer issues.
• Deliver clean, well‑tested defect fixes, patches, and maintenance releases following best practices and coding standards.
• Review fixes authored by junior engineers and contractors, gating patch quality and assessing regression risk before release to customers.
• Independently investigate customer‑reported defects — analysing logs, telemetry, crash dumps, and field data to isolate root cause and implement a durable fix.
• Drive rapid resolution of incoming customer issues against defined response and resolution service‑level targets, escalating to Tier 3 or engineering owners when required.
• Participate in and coordinate the on‑call rotation, leading response for high‑severity production incidents and completing post‑incident reviews.
• Develop and maintain technical documentation, root‑cause write‑ups, known‑error records, and knowledge‑base articles that enable Tier 1 to resolve issues without escalation.
• Mentor, direct, and review the work of junior engineers and contract resources, assigning cases and building their diagnostic capability.
• Partner with Customer Support, Quality, and Product Engineering to reproduce issues, feed recurring defects into the product backlog, and prevent repeat escalations.
• Analyse case and defect trends to identify systemic problems, and propose engineering or process changes that reduce escalation volume over time.
• Proactively identify and pursue improvements to the application without being asked — self‑directed investigation of the codebase, telemetry, and support history to surface reliability, performance, usability, and supportability weaknesses before they generate customer escalations.
• Build the business case for those improvements — scoping, sizing, and prioritising optimisation and hardening work, then implementing it directly or driving it into the product backlog through to release.

Key Requirements

• Proficiency in .NET, with the ability to read and debug unfamiliar code in a live production codebase.
• Strong understanding of software development methodologies and hands‑on proficiency with debugging, log analysis, and observability/monitoring tooling.
• Strong independent problem solver — able to work from incomplete data, form and test hypotheses, determine true root cause, and drive the fix to closure with minimal direction.
• Strong communication skills, including the ability to explain technical status and root cause clearly to customers and stakeholders during active incidents.
• Proven ability to lead, mentor, and direct the work of junior engineers and contract resources.
• Willingness and availability to participate in a rotating on‑call schedule.
• Demonstrated ownership and composure under pressure — able to manage several concurrent escalations, judge severity correctly, and keep customers informed while the investigation is still open.
• Highly self‑motivated and proactive — sets own improvement agenda, digs into the product unprompted, and consistently brings forward optimisations rather than waiting for direction.

We Offer:

• Comprehensive Medical, Dental, and Vision plans
• Health Savings Account (HSA) with a company contribution
• Generous Paid Time Off including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave plans for all new parents
• Retirement 401(k) plan with employer match and discretionary profit‑sharing contribution
• Educational assistance and professional development programmes, including mentorship/coaching programmes with external industry leaders
• Additional benefits include Group Life Insurance, Voluntary Additional Life Insurance, Disability Insurance, Employee Assistance programmes, and more!

AutoStore believes in taking care of employees and is dedicated to providing a supportive and rewarding work environment. Join us in our mission to store and move things for everyone, everywhere.

We believe that following a defined and structured recruitment process will ensure that we have a fair and equal process for all candidates.

AutoStore is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, colour, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy‑related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We focus on finding the right talent and have designed our process to reduce biases and have a good candidate experience.

AutoStore, founded 1996, is a warehouse robot technology company that invented and continues to pioneer cube storage automation, the densest order‑fulfilment solution in existence.

Our focus is to marry software and hardware with human abilities to create the future of warehousing. We are a value driven organization, with our people being our most important asset. Lean, Bold, and Transparent manifest itself in everything we do, and are pushing borders to increase efficiency, safety and develop new products for our customers.

AutoStore was born out of the great idea for storing goods like Rubik's Cube, instead of Dominos. We are now looking for talent that share our values and curiousity for new technology and development