Lead Engineer of Issue Management & Triage, Diligent Robotics
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AI-powered robots for patient care teams
Be an early applicant
AI-powered robots for patient care teams
101-200 employees
Be an early applicant
More information about location
101-200 employees
Company mission
To make technical advances towards robots and humans working together side by side, with an emphasis on human-centric design.
Role
Who you are
- 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
- 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
- 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
- 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
What the job involves
- 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
Our take
Healthcare workers do everything they can to provide high-quality care to patients, but the high-pressure work environment can make this difficult. Whilst in-person care is their most important job, different scenarios will require workers to constantly fetch different medical items for patients, increasing job pressure and restricting the time workers have to spend with patients.
Diligent Robotics develops AI-powered robots for patient care teams called Moxi that can fetch, store, and deliver items needed within healthcare facilities. The robots have specialized storage compartments for sensitive medical materials and can safely navigate through elevators, security doors, automatic doors, and other existing infrastructure.
Whilst AI is becoming increasingly prevalent in healthcare, Diligent Robotics has taken a bold step by developing AI-driven robots that reduce the burden of item fetching for healthcare workers. Its Moxi robots now operate in more than 25 hospitals and have completed over 1.5M tasks, showing strong real-world traction. This success was further reinforced by Serve Robotics acquisition of the company, which aims to accelerate Moxi's development and expand the future of AI-powered healthcare support.
Freddie
Company Specialist at Welcome to the Jungle
Insights
70% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2023
$25m
LATE VC
Apr 2022
$30m
SERIES B
Total funding: $70.9m
Company benefits
- Competitive salary and equity based on experience and contribution
- Competitive health plan coverage for individuals and dependents
Company HQ
North Side, Austin, TX
Leadership
Andrea L. Thomaz
(Co-Founder & CEO)Andrea has been an Associate Professor at The University of Texas since 2016. Previously, they were an Assistant then Associate Professor at the Georgia Institute of Technology.
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