Lead Engineer of Issue Management & Triage

Diligent Robotics; Austin (TX); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Competitive salary & equity

Health plan coverage

Job summary

Diligent Robotics in Austin, TX is seeking a Lead Engineer for Issue Management and Triage to guide the systems, tooling, and team at the intersection of Customer, ROC, and Engineering. You will build the infrastructure to detect, triage, diagnose, and resolve issues across a deployed robotic fleet, working with Python backends and automation pipelines to improve reliability at scale.

Collaboration across ROC and Engineering is essential as you define severity frameworks, dashboards, and RCA

Qualifications

• 3+ years of people management in complex, real-world systems.
• 7+ years in technical or program management roles.
• Experience building operational tools and infrastructure for workflows.
• Strong Python backend or data systems experience.
• Familiarity with Jira, Zendesk, SQL, Looker, Foxglove.

Responsibilities

• Own issue intake, triage, and escalation from ROC to Engineering.
• Define severity frameworks, SLAs, and structured issues for prioritization.
• Build automation pipelines to ingest, process, and classify data.
• Contribute to codebases (Python) and system integrations.
• Build dashboards to track trends, severity, and impact.
• Drive root cause analysis and continuous improvement.

Skills

People management

Python programming

Systems thinking

Data-driven decision making

Incident management

Tools

Jira

Zendesk

SQL

Looker

Foxglove

Job description

• 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
• 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

Benefits

• Competitive salary and equity based on experience and contribution
• Competitive health plan coverage for individuals and dependents

Qualifications

• 3+ years of people managementExperience with complex, real-world systems (robotics, autonomous/distributed systems, or hardware-software products)Proven track record building operational tools, systems, or infrastructure for workflows7+ years in relevant technical or program management roles (e.g., engineering, incident management)Monitoring, alerting, and logging infrastructureFamiliarity with platforms like Jira, Zendesk, SQL, Looker, Foxglove, or similarStrong programming experience (Python preferred; backend or data systems experience a plus)Internal tools and automation systemsExperience with:Data pipelines and telemetry systemsAbility to design scalable systems for classification, prioritization, and workflow automationStrong systems thinker, translating ambiguous operational problems into structured technical solutionsData-driven approach to prioritization and decision-makingExperience defining metrics, taxonomies, and performance frameworksHands-on and willing to dive into technical problems when neededPassion for improving real-world system performance and reliabilityComfortable operating in a fast-paced, scaling environmentStrong ownership and bias toward action