The RoleThis 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, prioritization, 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, prioritization, 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 - analyzing 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.
- Analyze 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 prioritizing optimization 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 optimizations rather than waiting for direction.
We Offer: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.
- 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 programs, including mentorship/coaching programs with external industry leaders
- Additional benefits include Group Life Insurance, Voluntary Additional Life Insurance, Disability Insurance, Employee Assistance programs, and more!
