{"id":759315,"url":"https://alion.io/job/diligent-robotics-lead-engineer-issue-management-triage","title":"Lead Engineer, Issue Management & Triage","company":{"id":63113,"name":"Diligent Robotics","domain":"diligentrobots.com","url":"https://alion.io/company/diligent-robotics","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":109000,"max_usd":221000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1829},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Foxglove Studio","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"Looker","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-11T13:19:04Z","employer_posted_date":"2026-10-17","last_verified_at":"2026-10-22T14:30:53Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"What we’re doing isn’t easy, but nothing worth doing ever is. \nDiligent 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.\n 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. \nLocation: Austin preferred, Remote possible (U.S.)\nTravel: if remote up to ~50% travel to Austin, TX (especially in the your first 90 days)\nWhat You’ll Do:\nOwn Issue Management & Triage Systems\nDesign and own end-to-end systems for issue intake, triage, and escalation.\nDefine severity frameworks, SLAs, and ensure issues are consistently structured for engineering prioritization.\nBuild Tools & Automation (Hands-On)\nDevelop automation and pipelines to ingest, process, and classify operational data, reducing manual triage effort.\nContribute directly to codebases (Python, backend services) and partner with Engineering on system integrations (logs, telemetry, alerts).\nBridge Operations & Engineering\nAct as the primary technical interface between the Remote Operations Center (ROC) and Engineering.\nTranslate real-world issues into prioritized, categorized technical problems for resolution alignment.\nPerformance Measurement & Classification Frameworks\nDevelop systems and taxonomies to systematically measure and classify robot performance, failure modes, and degradation across the fleet.\nBuild dashboards and reporting systems to track trends, severity, and impact.\nRoot Cause Analysis & Continuous Improvement\nEstablish best practices for Root Cause Analysis (RCA) and identify systemic issues.\nDrive long-term fixes and create feedback loops to influence improvements in hardware, software, and autonomy.\nWhat We’re Looking For:\n7+ years in relevant technical or program management roles (e.g., engineering, incident management)\n3+ years of people management\nExperience with complex, real-world systems (robotics, autonomous/distributed systems, or hardware-software products)\nProven track record building operational tools, systems, or infrastructure for workflows\nTechnical Skills\nStrong programming experience (Python preferred; backend or data systems experience a plus)\nExperience with:\nData pipelines and telemetry systems\nMonitoring, alerting, and logging infrastructure\nInternal tools and automation systems\nAbility to design scalable systems for classification, prioritization, and workflow automation\nFamiliarity with platforms like Jira, Zendesk, SQL, Looker, Foxglove, or similar\nSystems & Product Thinking\nStrong systems thinker, translating ambiguous operational problems into structured technical solutions\nExperience defining metrics, taxonomies, and performance frameworks\nData-driven approach to prioritization and decision-making\nMindset\nHands-on and willing to dive into technical problems when needed\nStrong ownership and bias toward action\nComfortable operating in a fast-paced, scaling environment\nPassion for improving real-world system performance and reliability","description_format":"text","description_chars":4043,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical & Healthcare Robotics"],"lifecycle":[{"event":"open","at":"2026-09-11T18:01:43Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 3","filings_12m":3,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":217500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.815,"p_room":0.9,"age_days":40,"expected_fill_days":75,"reasons":["conf:2","win:mid"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/diligent-robotics-lead-engineer-issue-management-triage","json_url":"https://alion.io/job/diligent-robotics-lead-engineer-issue-management-triage.json","meta":{"generated_at":"2026-10-22T18:03:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":394,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":63113},"rest":"https://alion.io/mcp/rest/get_company?id=63113"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdiligent-robotics-lead-engineer-issue-management-triage"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdiligent-robotics-lead-engineer-issue-management-triage"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdiligent-robotics-lead-engineer-issue-management-triage"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/diligent-robotics-lead-engineer-issue-management-triage\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdiligent-robotics-lead-engineer-issue-management-triage"}]}