Lead Engineer, Issue Management & Triage

Job description

**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