{"id":906345,"url":"https://alion.io/job/autostore-lead-sustaining-engineer","title":"Lead Sustaining Engineer","company":{"id":20292,"name":"AutoStore","domain":"autostoresystem.com","url":"https://alion.io/company/autostoresystem","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":40,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":81000,"max_usd":175000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":107},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":".NET","optional":false},{"name":"Git","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"PagerDuty","optional":false},{"name":"ServiceNow","optional":false},{"name":"C#","optional":true}],"status":"live","first_seen_at":"2026-09-14T13:55:20Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-11-04T00:12:32Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":50},"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.\nWe 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.\nAutoStore - moving things forward.\nThe Role\nAs a Lead Software Sustaining Engineer, you own the escalated (Tier 2) defect queue end to end: reproducing customer-reported issues, working through logs, telemetry, and crash dumps to true root cause, and delivering a tested fix, workaround, or a diagnosis complete enough for Tier 3 to act on immediately. You also run the function - triaging and assigning cases across junior engineers and contractors, reviewing their fixes for correctness and regression risk, leading high-severity incidents on a rotating on-call schedule, and writing the root-cause and knowledge-baserecord that keeps the same issue from escalating twice.\nThe other half of the role is self-directed. You are expected to know the product well enough to find where it is fragile, slow, or confusing before a customer does, build the case for fixing it, and either implement it yourself or drive it into the backlog through to release. You own the long-term health, performance, and supportability of the application, and you are measured on whether it is measurably better a year from now.\nKey Tasks and Responsibilities:\nServe as technical lead for the Sustaining function, owning intake, triage, prioritization, and resolution of escalated (Tier 2) customer issues.\n\nDirect the day-to-day work of junior engineers and contract resources, including task assignment, prioritization, and quality review (this role does not carry formal HR reporting responsibility or budgetary ownership).\n\nDeliver clean, well-tested defect fixes, patches, and maintenance releases following best practices and coding standards.\n\nReview fixes authored by junior engineers and contractors, gating patch quality and assessing regression risk before release to customers.\n\nIndependently investigate customer-reported defects - analyzing logs, telemetry, crash dumps, and field data to isolate root cause and implement a durable fix.\n\nDrive rapid resolution of incoming customer issues against defined response and resolution service-level targets, escalating to Tier 3 or engineering owners when required.\n\nParticipate in and coordinate the on-call rotation, leading response for high-severity production incidents and completing post-incident reviews.\n\nDevelop and maintain technical documentation, root-cause write-ups, known-error records, and knowledge-basearticles that enable Tier 1 to resolve issues without escalation.\n\nMentor, direct, and review the work of junior engineers and contract resources, assigning cases and building their diagnostic capability.\n\nPartner with Customer Support, Quality, and Product Engineering to reproduce issues, feed recurring defects into the product backlog, and prevent repeat escalations.\n\nAnalyze case and defect trends to identify systemic problems, andpropose engineering or process changes that reduce escalation volume over time.\n\nProactively 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.\n\nBuild the business case for those improvements - scoping, sizing, and prioritizing optimization and hardening work, then implementing it directly or driving it into the product backlog through to release.\n\nKey Qualifications:\n5-8 years of relevant experiencein software development, including demonstrated experience in a sustaining, production support, or Tier 2 escalation role.\n\nBachelor's degree in Computer Science, Software Engineering, or a related field. A master's degree is preferred, butnot required.\n\nProficiency in .NET, with the ability to read and debug unfamiliar code in a live production codebase.\n\nStrong understanding of software development methodologies and hands-on proficiency with debugging, log analysis, and observability/monitoring tooling.\n\nStrong 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.\n\nStrong communication skills, including the ability to explain technical status and root cause clearly to customers and stakeholders during active incidents.\n\nProven ability to lead, mentor, and direct the work of junior engineers and contract resources.\n\nWillingness and availability to participate in a rotating on-call schedule.\n\nDemonstrated ownership and composure under pressure - able to manage several concurrent escalations, judge severity correctly, and keep customers informed while the investigation is still open.\n\nHighly self-motivated and proactive - sets own improvement agenda, digs into the product unprompted, and consistently brings forward optimizations rather than waiting for direction.\n\nExperience with version control systems (e.g., Git) preferred.\n\nExperience withticketing/case management and incident tooling (e.g., Jira Service Management, ServiceNow, Salesforce, PagerDuty) preferred.\n\nFamiliarity with ITIL or similar incident, problem, and change management practices preferred.\n\nRelevant certifications in software development or related fields preferred.\n\nWe Offer:\nAutoStore 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.\nComprehensive Medical, Dental, and Vision plans\n\nHealth Savings Account (HSA) with a company contribution\n\nGenerous Paid Time Off including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave plans for all new parents\n\nRetirement 401(k) plan with employer match and discretionary profit sharing contribution\n\nEducational assistance and professional development programs, including mentorship/coaching programs with external industry leaders\n\nAdditional benefits include Group Life Insurance, Voluntary Additional Life Insurance, Disability Insurance, Employee Assistance programs, and more!\n\nAutoStore is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, 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.","description_format":"text","description_chars":7381,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance","Parental leave","Professional development","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Warehousing","Logistics & Warehouse Robotics"],"lifecycle":[{"event":"open","at":"2026-09-14T13:55:20Z"}],"visa":[],"liveness":{"score":41,"band":"fade","label":"Fading","p_open":1,"p_active":0.754,"p_room":0.55,"age_days":50,"expected_fill_days":40,"reasons":["conf:6","velocity","win:tail"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/autostore-lead-sustaining-engineer","json_url":"https://alion.io/job/autostore-lead-sustaining-engineer.json","meta":{"generated_at":"2026-11-04T10:46:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15996,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":20292},"rest":"https://alion.io/mcp/rest/get_company?id=20292"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fautostore-lead-sustaining-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fautostore-lead-sustaining-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fautostore-lead-sustaining-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/autostore-lead-sustaining-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fautostore-lead-sustaining-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":906345}},{"tool":"search_jobs","arguments":{"company":"autostoresystem.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":906345},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}