AUTOMATION SUPPORT SPECIALIST

Who We Are

US Cold owns and operates one of the most complex temperature-controlled logistics networks in North America. Every day, our systems coordinate the storage and movement of food at national scale across a network of state-of-the-art distribution centers, including multiple highly automated warehouse facilities.

We continue to advance our core warehouse and logistics platforms. Our current focus is on modular, event-driven, API-first and cloud architectures. We continue to enhance reliability and accelerate engineering productivity by strengthening our SRE and AI practices. This is a large investment in innovation to continue to drive operational excellence at our facilities.

If you want to build durable systems that operate in the physical world at scale, this is that opportunity.

The Role

The Automation Support Specialist is a frontline technical operator for US Cold’s automation, middleware, and warehouse systems. This role exists to keep complex distributed systems stable while they evolve, and to ensure issues are diagnosed, routed, and resolved with technical rigor.

You will sit at the intersection of software, automation, and operations, supporting live systems that control real equipment in active facilities. This is a hands‑on role for someone who values system behavior, failure modes, and operational clarity over surface‑level features.

What You’ll Own

• Triage and troubleshoot production issues across Phenix, middleware, and automation software
• Identify failure patterns, isolate root causes, and route work to the correct engineering or operations teams
• Participate in incident analysis and contribute to durable fixes—not just restarts
• Support automation commissioning, Go‑Lives, and site deployments
• Audit automation workflows and support processes to improve reliability and consistency
• Analyze support tickets and incident trends to surface systemic weaknesses
• Contribute to Jira refinement, documentation, and support playbooks
• Participate in a rotating on‑call schedule for mission‑critical systems

Technical Environment

You will work in an environment that blends software systems with physical automation, including:

• Warehouse Management Systems (WMS)
• Middleware and integration layers supporting automation
• Event‑driven and API‑first services
• SQL‑backed systems and production log analysis
• Ticketing and collaboration tools (Jira, Zendesk)
• Lower‑environment validation before production promotion
• Distributed systems spanning multiple facilities and geographies

What We Are Looking For

We’re looking for someone who understands how complex systems fail and how to restore them methodically.

Experience

• 2+ years in application support, automation support, WMS, or similar production‑facing technical roles
• Hands‑on incident triage, issue routing, and root cause participation
• Comfort operating in on‑call, uptime‑sensitive environments
• Experience supporting integrations across operations, software, and automation

Technical Foundation

• Ability to run basic SQL queries
• Comfort reading logs and validating fixes
• Understanding of warehouse and 3PL operational flows (receiving, RF devices, ASN/EDI)
• Strong written and verbal communication across technical and non‑technical teams

Why This Role Is Different

Most “support” roles optimize for ticket closure. This one optimizes system integrity.

Here:

• Failures have physical consequences
• Reliability matters more than velocity
• Modernization happens while systems stay live
• You see the full system lifecycle, not just one layer
• Your decisions affect operators, facilities, and supply chains—not just dashboards

You are not shielding engineers from reality. You are operating inside it.

Compensation & Structure

The Job Specifics :

• Location and Department: Camden, Product Group (Hybrid or Remote Possibility)

• Reports To: Customer Support Manager

• Travel Amount: Up to 25%

• Job Type, EEO, and Job Code:

• Salaried/Hourly, Semi-Monthly/Biweekly Paid: Salaried/Biweekly

• Salary Range: $77,000 to $95,600

Operational Context

This role is primarily technical and office-based, with occasional interaction in operational environments depending on system needs.

Benefits Include

If annual hours are attained, these benefits may apply. Medical, Dental, Vision, Prescription, Legal Insurance, Pet Discount, Critical Illness, Accident Insurance, Hospital Indemnity, Long Term Care + Permanent Life Insurance, Identity Theft Protection, Short Term Disability Insurance, Long Term Disability Insurance, Supplemental Disability Insurance, Basic Life Insurance, Accidental Death and Dismemberment Insurance, Supplemental Life Insurance, Supplemental Spouse Life Insurance, Child Life Insurance, Loan Solution, Health Flexible Spending Account, Dependent Flexible Spending Account, Telemedicine, Virtual Primary Care, Prescription Savings Plan, Prescription Specialty Copay Assistance Program, Weight Management Program, Chronic Condition Management, Care Navigator Program, 24/7 Nurse Line, Expert Medical Opinion, Precious Additions Maternity Program, Health Advocacy, Employee Assistance Program, Digital Cognitive Behavioral Therapy, Digital Physical Therapy, Behavioral and Mental Health Platforms, Auto and home discount program, Secure Travel Protection, Discount Programs, 401(k) plan, Education Assistance, Paid Time Off, Referral program & Commuter Benefit (NJ ONLY).

Physical & Operational Context

May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities. Effective communication, vision, and hearing are essential for safety and productivity. Operate scanners, tablets, radios, phones, computers, and other essential equipment as required. Additional work hours may be requested by management to help manage employee production, projects, and/or special events. Engage in frequent personal interaction and communication. Attend in-person meetings and/or training on a regular basis. Possess strong arithmetic and reading skills. Follow verbal instructions, written instructions, and company policies. Work independently and coordinate with others. Fast-paced environment, managing stress and meeting productivity standards.

Additional Information

Job functions may vary based on the area of operation. This description outlines the most common tasks required for the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential duties. This job description may not encompass all tasks necessary to complete the role.