Lead Engineer, Issue Management & Triage

**What we’re doing isn’t easy, but nothing worth doing ever is. **

Diligent builds helpful robots that work safely and autonomously in real world environments. We move quickly, solve messy problems, and care deeply about reliability at scale. As a Fleet Engineer, you'll own the reliability and continuous improvement of our deployed robotic fleet — leading hands-on investigations into how and why robots fail in the field, across the mobile base, charging/docking, motion and power, connectivity (modem), and sensor hardware. You'll combine remote data analysis with bench/lab failure analysis at our Austin HQ, turning field-technician reports and fleet data into clear problem statements, validated root causes, and corrective actions driven to closure with engineering, operations, manufacturing, and vendors.

We are hiring a Lead Engineer, Issue Management & Triage to lead the systems, tooling, and team at the intersection of our Customers, Remote Operations Center (ROC), and Engineering. This is a highly technical, hands-on role focused on building the infrastructure that powers how we detect, triage, diagnose, and resolve issues across a deployed robotic fleet. You will work deeply with Engineering teams to design classification frameworks, build internal tools, and develop automation pipelines that improve reliability at scale.

Location: Austin preferred, Remote possible (U.S.) Travel: if remote up to ~50% travel to Austin, TX (especially in the your first 90 days)

What You’ll Do:

Own Issue Management & Triage Systems

• Design and own end-to-end systems for issue intake, triage, and escalation.
• Define severity frameworks, SLAs, and ensure issues are consistently structured for engineering prioritization.

Build Tools & Automation (Hands-On)

• Develop automation and pipelines to ingest, process, and classify operational data, reducing manual triage effort.
• Contribute directly to codebases (Python, backend services) and partner with Engineering on system integrations (logs, telemetry, alerts).

Bridge Operations & Engineering

• Act as the primary technical interface between the Remote Operations Center (ROC) and Engineering.
• Translate real-world issues into prioritized, categorized technical problems for resolution alignment.

Performance Measurement & Classification Frameworks

• Develop systems and taxonomies to systematically measure and classify robot performance, failure modes, and degradation across the fleet.
• Build dashboards and reporting systems to track trends, severity, and impact.

Root Cause Analysis & Continuous Improvement

• Establish best practices for Root Cause Analysis (RCA) and identify systemic issues.
• Drive long-term fixes and create feedback loops to influence improvements in hardware, software, and autonomy.

What We’re Looking For:

• 7+ years in relevant technical or program management roles (e.g., engineering, incident management)
• 3+ years of people management
• Experience with complex, real-world systems (robotics, autonomous/distributed systems, or hardware-software products)
• Proven track record building operational tools, systems, or infrastructure for workflows

Technical Skills

• Strong programming experience (Python preferred; backend or data systems experience a plus)
• Experience with:
  • Data pipelines and telemetry systems
  • Monitoring, alerting, and logging infrastructure
  • Internal tools and automation systems
• Ability to design scalable systems for classification, prioritization, and workflow automation
• Familiarity with platforms like Jira, Zendesk, SQL, Looker, Foxglove, or similar

Systems & Product Thinking

• Strong systems thinker, translating ambiguous operational problems into structured technical solutions
• Experience defining metrics, taxonomies, and performance frameworks
• Data-driven approach to prioritization and decision-making

Mindset

• Hands-on and willing to dive into technical problems when needed
• Strong ownership and bias toward action
• Comfortable operating in a fast-paced, scaling environment
• Passion for improving real-world system performance and reliability