The Field Support Engineer role at Fauna Robotics involves hands-on technical problem-solving and operational ownership to support customers experiencing issues with Fauna robots. This position requires diagnosing hardware and software problems and driving them to resolution independently. The engineer will work closely with technical customers, including engineers and scientists, and will be part of a cross-functional support team. The focus is on building and improving support infrastructure as the customer fleet grows.

• 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.
• 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.
• Familiarity with hardware troubleshooting including mechanical assemblies, actuators, sensors, and electrical systems.

• 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 to identify trends, surface insights, and inform product improvements.
• Communicate field issues clearly to engineering and software teams through structured reporting.
• Refine and improve escalation criteria and handoff processes for issues requiring on-site field support or bench-level repair.

• Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.