Fauna Robotics is seeking a Manager, Customer Support Engineering to build and lead our customer support organization. This team will serve as the primary technical interface between Fauna and our customers, owning the end-to-end support experience across deployment, operation, troubleshooting, escalation, and resolution of issues involving our humanoid robots. Our initial customers are robotics researchers, universities, and enterprise engineering teams. Over time, this organization will evolve to support broader commercial and consumer deployments.
Key job responsibilities
- Build, hire, develop, and lead the Customer Support Engineering organization, including senior engineers and future support managers.
- Own the end-to-end customer support experience, including case management, technical escalation, customer communication, root cause analysis, and issue resolution.
- Lead complex investigations spanning robotics hardware, embedded systems, Linux, networking, cloud services, AI software, and customer environments.
- Establish the support operating model, including staffing, SLAs, escalation paths, diagnostics, tooling, knowledge management, customer documentation, training, and metrics.
- Partner with Engineering, Reliability, Manufacturing, Product, and Operations to drive permanent corrective actions, improve serviceability, and reduce recurring field issues.
- Own executive and high-severity customer escalations while ensuring the team maintains clear accountability from initial contact through verified resolution.
- Define the long-term roadmap for scaling from high-touch support for technical customers to a broader commercial and consumer support model.
- Use field data and customer feedback to influence product priorities, reliability improvements, supportability, and deployment readiness.
BASIC QUALIFICATIONS
- Bachelor's degree in Computer Science, Computer Engineering or a related technical discipline
- Bachelor's degree or foreign equivalent in robotics, mechanical engineering, electrical engineering, or a related field
- 10+ years of experience in technical support, customer support engineering, field engineering, developer support, or a similar technical customer-facing function.
- 5+ years of experience leading technical teams, including managers or senior technical leaders.
- Experience supporting complex products that combine hardware, software, networking, and cloud services.
- Experience building support organizations, operating mechanisms, and technical escalation processes in a growing environment.
- Demonstrated ability to manage executive customer escalations and drive cross-functional technical issues to closure.
PREFERRED QUALIFICATIONS
- Experience supporting robotics, autonomous systems, industrial automation, embedded Linux, or other complex electromechanical products.
- Experience building a support function at an early-stage or rapidly scaling technology company.
- Experience with CRM, ticketing, remote diagnostics, knowledge management, and support analytics platforms.
- Experience using customer and field data to influence product quality, serviceability, and roadmap priorities.
- Experience scaling support from enterprise technical customers toward high-volume commercial or consumer products.
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 - 157,100.00 - 212,600.00 USD annually
