Application Support Engineer, Fauna

About the role

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.

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.

Requirements

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.