Forward Deployed Engineer

Hackajob Ltd; Brightwell; Presencial; GBP 70.000 - 120.000; Tempo integral

Benefícios oferecidos por esta vaga

Private healthcare - Bupa

Life insurance

Income protection

Pension: 4+% employee, 5% employer

Employee Assistance Programme

25 holidays per year

Full meals onsite

Resumo da vaga

Hackajob Ltd. is seeking a Forward Deployed Engineer to act as an intelligent interface between engineering teams and customers.

You will own complex investigations, query telemetry, and navigate Grafana, AWS, and robotics tooling to drive root cause analysis and improve platform reliability across a global fleet. You will support new customer deployments end-to-end, bridging WMS and ERP integration with robot operational needs, while communicating clearly with engineering and customer

Qualificações

• 4–5+ years of professional solutions engineering or technical operations experience.
• Strong data querying skills and ability to derive insights from large datasets.
• Hands-on experience with Grafana dashboards and observability tooling.
• Comfortable in Linux environments and with SSH, bash, and networking basics.
• Experience with AWS or equivalent, containerised deployments (Docker/Kubernetes).
• Python or similar scripting language for tooling and data analysis.
• Familiarity with AI-assisted development tooling is a plus.
• Excellent cross-functional communication to explain investigations clearly.
• Willingness to travel internationally to customer sites.

Responsabilidades

• Receive escalated issues and investigate before routing to engineering teams.
• Navigate Grafana dashboards to monitor fleet and site health.
• Support end-to-end customer deployments, including WMS/ERP integration queries.
• Own escalation paths and provide structured summaries to engineers.
• Communicate findings to customers and stakeholders with clear runbooks.
• Contribute to knowledge bases and runbooks to reduce future investigation time.
• Write scripts and tooling to automate repeat tasks and deployments.
• Collaborate with product and engineering to feedback on issues.

Conhecimentos

SQL querying

Observability

Linux proficiency

Cloud infrastructure

Python scripting

AI tooling familiarity

Cross-functional communication

Travel readiness

Ferramentas

Grafana

AWS

Docker

Kubernetes

SQL databases

Descrição da vaga

Our client is a warehouse robotics and data company. 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.

Forward Deployed Engineer

At our client, you will sit inside the engineering organisation as an intelligent interface layer between our various engineering teams. Our client 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. You will be one of our client's first Forward Deployed Engineers, representing our client at the highest level in customer environments and helping to define how this function operates as we scale. 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 our client 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 our client 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 our client'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.

Benefits

You will also receive:

• Private healthcare via Bupa with 24/7 medical helpline
• Life insurance
• Income protection
• Pension: 4+% employee with option to opt into salary exchange, 5% employer
• Employee Assistance Programme - mental wellbeing, financial and legal advice/support
• 25 holidays per year
• Full meals onsite in Wallingford
• Fun team events on and offsite, snacks of all kinds in the office

Starting from the interview process and continuing into your career with us, you will be working by our four Operating Principles:

• Performance: High standards, outstanding results,
• Impact: Big challenges, bigger results
• Commitment: All in, every time
• One team: One mission, shared success

Joining our team and company isn’t just about expertise; it's about embracing uncertainty with ambition. We’re crafting world-changing solutions, fueled by a passion to redefine what’s possible. We will look for you to help create and shape the future of logistics solutions through our products, our culture and our shared vision.

AAP/EEO Statement

Our client provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training

TPBN1_UKTJ