---
title: 'Lead Engineer, Issue Management & Triage at Diligent Robotics'
canonical: 'https://feeny.ai/job/lead-engineer-issue-management-triage-diligent-robotics-austin-texas-k2np9b297sxa'
type: 'job'
last_seen: '2026-09-16'
---

# Lead Engineer, Issue Management & Triage at Diligent Robotics

- **Company:** Diligent Robotics
- **Location:** Austin Texas, United States
- **Posted:** 2026-09-11
- **Last confirmed live:** 2026-09-16
- **Apply:** https://job-boards.greenhouse.io/diligentrobotics/jobs/7992470003

## Job 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

## About Diligent Robotics

## Company Overview
- **One-liner**: Diligent Robotics builds AI-powered robot assistants, like Moxi, that work alongside healthcare teams to handle routine logistical tasks, freeing up clinicians to focus on patient care.
- **Entity Type**: Private (Acquired by Serve Robotics in January 2026)
- **Headquarters**: Austin, Texas, United States
- **Founded**: 2017
- **Founders**: Andrea Thomaz (CEO & Co-Founder) and Vivian Chu (Chief Innovation Officer & Co-Founder)

## Core Business
- **Primary industry/industries**: Healthcare Robotics, Artificial Intelligence, Human-Robot Interaction
- **Target customers**: Hospitals and healthcare systems (B2B/Enterprise)
- **Mission or purpose statement**: To restore focus to patient care in hospitals by deploying robot teammates that handle non-patient-facing tasks, enabling clinical staff to dedicate more time to patients.

## Products & Services
- **[Moxi]**: A social robot designed for hospitals that autonomously performs secure, 24/7 deliveries of medications, labs, and other supplies. Moxi integrates with clinical programs like Meds-to-Beds and uses mobile manipulation, social intelligence, and human-guided learning to navigate dynamic hospital environments.

## Market Standing
- **Valuation/Market Cap**: Acquired by Serve Robotics in January 2026 at a valuation between $29 million and $34.4 million [cbinsights.com](https://www.cbinsights.com/company/diligent-robotics).
- **Total Funding**: Raised a total of $125.76M prior to acquisition [cbinsights.com](https://www.cbinsights.com/company/diligent-robotics).
- **Notable Investors/Partners**: True Ventures, DNX Ventures, Serve Robotics, AgeTech Collaborative, Physical AI Fellowship, and over 20 other investors [cbinsights.com](https://www.cbinsights.com/company/diligent-robotics).
- **Growth Signals**: 
  - Moxi has delivered 9,900+ labs at UTMB Angleton Danbury [diligentrobots.com](https://www.diligentrobots.com/).
  - Returned 595+ days worth of time to nurses at Mary Washington Healthcare [diligentrobots.com](https://www.diligentrobots.com/).
  - Saved the Pharmacy department at Shannon Health 6,350 hours [diligentrobots.com](https://www.diligentrobots.com/).

## Competitive Advantages
- **Pioneer in Social Robotics**: Founders are leading experts in human-robot interaction, with research roots at MIT, Georgia Tech, and the University of Texas at Austin.
- **Proven Clinical Impact**: Moxi is already deployed in live hospital environments with measurable outcomes (thousands of hours returned to staff, thousands of deliveries completed).
- **Human-Guided Learning**: Unlike simple autonomous vehicles, Moxi uses AI to learn and adapt to dynamic, human-filled hospital settings, making it a true teammate rather than a tool.
- **Acquisition by Serve Robotics**: The acquisition provides a larger platform and resources for scaling, while validating the technology and market fit.

## Strategic Focus
- **Scaling hospital deployments**: Expanding Moxi’s presence in healthcare systems across the U.S., with active roles in Columbus, OH; Chicago, IL; and Rochester, NY [greenhouse.io](http://job-boards.greenhouse.io/diligentrobotics).
- **Deepening clinical integration**: Working with clinical and operations experts to streamline processes, reduce costs, and initiate new revenue opportunities such as centralized telemetry and supply chain.
- **Advancing AI and manipulation**: Continuing to improve mobile manipulation, autonomous navigation, and social intelligence capabilities through R&D.

## Why Work Here
- **Mission-driven culture**: Employees directly contribute to reducing burnout in healthcare by giving nurses and clinicians more time with patients.
- **Cutting-edge technology**: Work on state-of-the-art AI, robotics, and human-robot interaction in a fast-paced startup environment where your work goes live in hospitals today, not years in the future.
- **Collaborative team**: Join a venture-backed, mission-driven team with leading experts in the field.
- **Remote-friendly**: Many roles (e.g., Founding Sr. Data Engineer, ML Engineer, Sr. ML Engineer) are open to candidates anywhere in the US [greenhouse.io](http://job-boards.greenhouse.io/diligentrobotics). On-site roles available in Austin, TX, and field operations roles in various cities.
- **Competitive compensation**: Offers competitive salary, equity, and health plan coverage for individuals and dependents.
- **Diversity & inclusion**: An equal opportunity employer that values diversity and does not discriminate on any basis.

## Sources
1. [diligentrobots.com](https://www.diligentrobots.com/)
2. [diligentrobots.com - About](https://www.diligentrobots.com/about)
3. [diligentrobots.com - Careers](https://www.diligentrobots.com/join-our-team-1)
4. [greenhouse.io - Jobs](http://job-boards.greenhouse.io/diligentrobotics)
5. [cbinsights.com - Diligent Robotics](https://www.cbinsights.com/company/diligent-robotics)

## Other roles at Diligent Robotics

- [Client Success Manager](https://feeny.ai/job/client-success-manager-diligent-robotics-austin-texas-5d5ncy9tbpsf) — Austin Texas, United States
- [Client Success Manager](https://feeny.ai/job/client-success-manager-diligent-robotics-chicago-0g92bbzetpvy) — Chicago, IL
- [Client Success Manager](https://feeny.ai/job/client-success-manager-diligent-robotics-los-angeles-california-s1qw3awwvtwp) — Los Angeles California, United States
- [Part Time - Clinical Robot Associate - Dallas, TX (on-site, weekends)](https://feeny.ai/job/part-time-clinical-robot-associate-dallas-tx-on-site-weekends-diligent-robotics-md62jcxr65fq) — Dallas Texas, United States
- [Manufacturing Reliability Engineer (Austin, TX; 50% travel to Milwaukee, WI)](https://feeny.ai/job/manufacturing-reliability-engineer-austin-tx-50-travel-to-milwaukee-wi-diligent-txhv59vxypmp) — Austin Texas, United States
- [Field Service Technician](https://feeny.ai/job/field-service-technician-diligent-robotics-chicago-1qp03f8key11) — Chicago, IL
- [Senior Product Manager, Robotics & Autonomy](https://feeny.ai/job/senior-product-manager-robotics-autonomy-diligent-robotics-austin-texas-cwgfpjw9cedj) — Austin Texas, United States
- [Lead Clinical Robot Associate - Rochester, NY (On-Site)](https://feeny.ai/job/lead-clinical-robot-associate-rochester-ny-on-site-diligent-robotics-rochester-p9w1sfypf160) — Rochester New York, United States
- [Part Time - Clinical Robot Associate - Rochester, NY (on-site)](https://feeny.ai/job/part-time-clinical-robot-associate-rochester-ny-on-site-diligent-robotics-fwyv80mw25c2) — Rochester New York, United States
- [ML Engineer, Manipulation](https://feeny.ai/job/ml-engineer-manipulation-diligent-robotics-in-the-106gz35yek1q) — IN the, United States