Field Support Engineer, Fauna
Amazon· Operations, IT, & Support Engineering
Sunnyvale, CA$104k - $182kFull-timePosted yesterday
About the role
Hands-on technical Field Support Engineer role for Fauna Robotics. Responsible for diagnosing hardware and software issues in the field, building and improving support infrastructure, and partnering with cross-functional teams to drive issues to root cause and resolution.
Responsibilities
- Serve as a primary technical point of contact for customer-reported issues with Fauna robots, conducting remote troubleshooting and driving problems to root cause and resolution across hardware and software domains.
- Develop and maintain support infrastructure including ticketing/case management, knowledge base, troubleshooting playbooks, and corrective action documentation.
- Analyze and report on support metrics (response time, resolution time, issue categorization, repeat failure rates) to identify trends, surface insights, and inform product improvements.
- Communicate field issues clearly to engineering and software teams through structured reporting, advocating for resolution priority by providing field impact context and detailed reproduction steps.
- Refine and improve escalation criteria and handoff processes for issues requiring on-site field support or bench-level repair, identifying gaps and driving process improvements.
- Create and maintain customer-facing and internal support documentation including troubleshooting guides, FAQs, known-issue bulletins, and repair procedures.
- Collaborate with field engineers by providing diagnostic context and handoff documentation when issues require on-site intervention.
- Proactively identify recurring issue patterns, build decision trees, and develop tools or scripts that accelerate troubleshooting and reduce resolution time.
Qualifications
- 4 years of experience in a technical support, applications engineering, systems engineering, or field engineering role, or equivalent hands-on experience working with robotic or electromechanical systems.
- Experience troubleshooting and debugging technical systems, and documenting findings, with ability to communicate complex technical concepts clearly to technical audiences both verbally and in writing.
- Experience documenting technical processes, writing troubleshooting guides, or building knowledge base content.
- Ability to independently manage multiple open issues simultaneously, prioritize based on severity and customer impact, and drive problems to resolution.
Skills
Required:Technical troubleshootingRoot-cause analysisDocumentation and knowledge base developmentCommunicationTicketing and case management
Benefits
- Health insurance (medical, dental, vision, prescription, Basic Life & AD&D, optional supplemental life)
- EAP, Mental Health Support, Medical Advice Line
- Flexible Spending Accounts
- Adoption and Surrogacy Reimbursement
- 401(k) matching
- Paid time off
- Parental leave
Last updated Oct 25, 2026. Interested? Apply on the company site.
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