Customer Performance Lead in Austin

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 Engineer

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. Observe by Snowflake is a high-growth SaaS observability platform built on the Snowflake AI Data Cloud, enabling businesses to troubleshoot modern distributed applications 10x faster. Now, as a core part of Snowflake, we’ve reached a major milestone in the evolution of the Snowflake platform. By bringing AI-powered observability directly into the Snowflake ecosystem, we’ve created the first truly unified platform for telemetry and business data. This role is a unique opportunity to contribute in a meaningful way to high-visibility, high-impact projects within Observe by Snowflake, our observability platform built for modern data-driven organizations. You will be successful in this role if you are able to act with autonomy, take accountability, and remain open to new perspectives and ideas. Our team is deeply curious, always learning, and continuously pushing the boundaries of how customers gain insight from their data to operate more effectively. AS AN ENTERPRISE ACCOUNT EXECUTIVE, OBSERVE BY SNOWFLAKE, YOU WILL: Become an expert on the Observe platform and its integration with Snowflake, conducting discovery calls, tailored demos, and presentations for prospective customers focused on observability, monitoring, and data-driven operations Act as a trusted advisor by underst