Lead Engineer of Issue Management & Triage

Join our team as a Lead Engineer for Issue Management & Triage. In this highly technical, hands-on role, you will build the infrastructure that powers issue detection, triage, diagnosis, and resolution across our deployed robotic fleet. You will work closely with engineering teams to design classification frameworks, build internal tools, and develop automation pipelines that improve reliability at scale. You will also act as the primary technical interface between the Remote Operations Center (ROC) and engineering, develop systems to measure and classify robot performance, and establish best practices for root cause analysis.

• Lead the design and ownership of end-to-end systems for issue intake, triage, and escalation, ensuring issues are consistently structured for engineering prioritization.
• Develop automation and pipelines to ingest, process, and classify operational data, reducing manual triage effort, and contribute directly to codebases.
• Act as the primary technical interface between the Remote Operations Center (ROC) and Engineering, translating real-world issues into prioritized, categorized technical problems.

• 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
• 7+ years in relevant technical or program management roles (e.g., engineering, incident management)
• Monitoring, alerting, and logging infrastructure
• Familiarity with platforms like Jira, Zendesk, SQL, Looker, Foxglove, or similar
• Strong programming experience (Python preferred; backend or data systems experience a plus)
• Internal tools and automation systems
• Experience with:
• Data pipelines and telemetry systems
• Ability to design scalable systems for classification, prioritization, and workflow automation
• Strong systems thinker, translating ambiguous operational problems into structured technical solutions
• Data-driven approach to prioritization and decision-making
• Experience defining metrics, taxonomies, and performance frameworks
• Hands-on and willing to dive into technical problems when needed
• Passion for improving real-world system performance and reliability
• Comfortable operating in a fast-paced, scaling environment
• Strong ownership and bias toward action