# Lead Engineer, Issue Management & Triage at Diligent Robotics

Lead Engineer, Issue Management & Triage at Diligent Robotics in Austin, Texas, United States. Remote. Posted September 11, 2026.

- Company: Diligent Robotics
- Location: Austin, Texas, United States
- Workplace: Remote
- Experience: 3+ years
- Posted: 2026-09-11
- Apply: https://job-boards.greenhouse.io/diligentrobotics/jobs/7992470003
- Source: https://jobmagic.ai/jobs/lead-engineer-issue-management-triage-diligent-robotics-wsa39f

## 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

## 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