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Application Support Engineer, Fauna
New York, New York, USA
full-timeOperations, IT, & Support EngineeringJob Description
We are looking for an Applications Engineer to join the Fauna Robotics support team. This role is hands-on technical problem-solving combined with operational ownership that helps the team scale. You will be a primary point of contact for customers experiencing issues with Fauna robots in the field, responsible for diagnosing problems that span hardware and software, and driving those issues to resolution with a high degree of independence. You will take active ownership of building and improving support infrastructure: establishing the tools, processes, documentation, and feedback loops that the team needs as our customer fleet grows.
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.
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.