greenhouse
Forward Deployed Engineer
Dexory
Wallingford, GBR
Full-time
Senior · 4+ years experience
Hybrid
Discovered 2 weeks ago
SQLGrafanaAWSDockerKubernetesPython
Free
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Key Responsibilities
- Cross-functional Triage & Investigation: Receive escalated issues from the first-line support team and investigate independently before routing to the relevant engineering teams. Query telemetry data, robot logs, AWS infrastructure, internal tooling and databases — including scan and point cloud data where relevant — to narrow the blast radius of a problem and form a view on root cause before pulling in specialist teams.
- Observability & Monitoring: Navigate Grafana dashboards and internal tooling to monitor fleet and site health. Build or extend dashboards and alerting that improve visibility into system performance across deployed sites. Use telemetry data proactively to identify issues before they surface as customer complaints.
- New Customer Deployment Support: Work within customer systems to provide white glove deployment support for the Dexory platform end-to-end, covering WMS and ERP integration queries, network and connectivity requirements, robot operational setup, and perception feature configuration. Act as the cross-functional point of contact who can answer or route questions across the full Dexory system.
- Intelligent Escalation & Routing: Own the escalation path from first-line support through to the right engineering team. Ensure that when specialist engineers are brought in, they receive a well-structured summary of what has already been investigated, what has been ruled out, and the most likely failure domain.
- Customer Communication: Act as a trusted technical advisor to strategic customers throughout deployment and into long-term steady-state operation. Build strong, lasting relationships with customer engineering and operations stakeholders, proactively identifying new opportunities to drive value throughout the lifecycle of an engagement. Run technical workshops and training sessions that drive lasting adoption. Produce clear, professional documentation covering deployment architectures, integration designs, and operational runbooks.
- Product & Engineering Feedback: Identify recurring failure patterns across sites and translate them into structured product and engineering feedback. Contribute to internal knowledge bases and runbooks that reduce investigation time for future issues.
- Tooling & Automation: Write scripts and tooling that automate repetitive investigation or deployment tasks. Contribute to reusable frameworks that improve the efficiency and consistency of the FDE function as the team grows.
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