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, you9ll 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. You9ll 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 You9ll 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 We9re 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
