Forward Deployed Engineer in Wallingford

At Dexory, we believe that real-time data will revolutionise the logistics industry. We are building the ultimate data insights platform that provides companies with unprecedented access to their operations through autonomous data capture and digital twins. As a Forward Deployed Engineer at Dexory, you will sit inside the engineering organisation as an intelligent interface layer between our various engineering teams. Dexory operates with a global fleet of autonomous robots, supported by a 24/7 first-line support team. The Forward Deployed Engineer sits above that layer, taking ownership of complex, ambiguous issues and driving them to resolution or to the right team.

This is a technically demanding role for someone who is as comfortable spotting patterns across weeks of telemetry data as they are at supporting a new customer deployment on the ground. You will query data across logs, databases, and observability tooling, interpret point cloud scan data, and navigate Grafana, AWS, and a range of robotics‑specific tooling to investigate issues and understand their root cause. Crucially, you will also use what you learn to improve things — identifying recurring failure modes, feeding structured insights back into the engineering teams, and raising the platform’s reliability across our global fleet. You will also support new customer deployments end‑to‑end, bridging WMS and network integration questions with robot operational and perception configuration requirements. The right person is defined by their investigative instinct and technical curiosity, not their robotics or logistics background. Domain knowledge is built on the job through close collaboration with the engineering teams.

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.

Required Qualifications & Experience

• 4‑5+ years of professional solutions engineering or technical operations experience, with a demonstrated ability to advise customer setups and investigate and diagnose complex, multi‑system problems independently.
• Strong data querying skills: comfortable writing SQL, navigating time‑series telemetry data, and pulling structured insight from large, noisy datasets.
• Hands‑on experience with observability tooling such as Grafana, including building dashboards and using metrics data to diagnose production issues.
• Comfortable working in Linux environments: SSH, bash scripting, log analysis, and networking fundamentals.
• Experience with cloud infrastructure (AWS or equivalent), containerised deployments with Docker and Kubernetes, and modern data pipeline tooling.
• Proficiency in Python or an equivalent scripting language for investigation tooling, automation, and data analysis.
• Hands‑on experience with AI‑assisted development tooling (Anthropic, Google Gemini, OpenAI, or similar).
• Strong cross‑functional communication skills: able to summarise a complex technical investigation clearly for both engineering teams and customer stakeholders.
• High agency with an ability to navigate ambiguity. Comfortable forming and defending an independent view in complex, multi‑system situations and driving issues to resolution without close direction.
• Willingness and ability to travel internationally to customer sites across Dexory’s global deployment footprint.

Nice to Have

• Familiarity with robotics systems, ROS2, or point cloud / LiDAR data, or genuine curiosity and aptitude to learn quickly on the job.
• Experience with robotics visualisation tooling.
• WMS or ERP integration experience (SAP, Manhattan, Oracle WMS, or similar).
• Exposure to real‑time messaging protocols such as Zenoh, MQTT, or gRPC.
• Consulting or structured delivery experience, with familiarity with the discipline of client accountability and project‑based delivery.