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You will work directly with highly technical customers including engineers, scientists, and researchers, conducting troubleshooting across mechanical, electrical, and software systems and driving issues to root cause and resolution.
You will work as part of a cross-functional support team that includes field engineers and technical support staff, collaborating on issue resolution from initial diagnosis through on-site repair.
Key job 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. Basic Qualifications: - Experience troubleshooting and debugging technical systems, or experience that includes strong analytical skills, attention to detail, and effective communication abilities and experience in software development
- 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.
- Demonstrated 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. Preferred Qualifications: - Experience working with robotic systems in a support, integration, test, or applications role.
- Familiarity with hardware troubleshooting including mechanical assemblies, actuators, sensors, and electrical systems.
- Experience building or owning support documentation, knowledge bases, or operational processes.
- Background supporting highly technical customers (researchers, engineers, scientists).
- Experience setting up or administering case management or ticketing systems, not just using them.
- Familiarity with ROS, embedded systems, or common robotics middleware.
- Exposure to field service operations, spare parts management, or repair workflows.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, NY, New York - 99,500.00 - 174,000.00 USD annually
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