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About the Role
Diligent builds helpful robots that work safely and autonomously in real-world environments. As a Lead Engineer, Issue Management & Triage, you will 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.
Responsibilities
- 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
Requirements
- 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
- 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
- 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
Skills
- Python programming
- Backend services development
- Data pipelines
- Telemetry systems
- Monitoring infrastructure
- Alerting infrastructure
- Logging infrastructure
- Internal tools development
- Automation systems development
- Scalable systems design
- Classification systems
- Prioritization systems
- Workflow automation
- Jira
- Zendesk
- SQL
- Looker
- Foxglove
Location
- Austin, TX
- Remote (U.S.)
Work Type
- Remote
- Onsite
Experience Level
- Lead
About the Company
- 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.