Manager, Customer Support Engineering, Fauna

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.

About the team
Fauna Robotics, an Amazon company, is building capable, safe, and genuinely delightful robots for everyday life. Our goal is simple: make robots people actually want to live and interact with in everyday human spaces.
We believe that future won’t arrive until building for robotics becomes far more accessible. Today, too much effort is spent reinventing the fundamentals. We’re changing that by developing tightly integrated hardware and software systems that make it faster, safer, and more intuitive to create real-world robotic products.
Our work spans the full stack: mechanical design, control systems, dynamic modeling, and intelligent software. The focus is not just functionality, but experience. We’re building robots that feel responsive, expressive, and genuinely useful.
At Fauna, you’ll work at the frontier of this space, helping define how robots move, manipulate, and interact with people in natural environments. It’s an opportunity to solve hard problems across hardware and software with a team focused on making robotics accessible and joyful to build.
If you care about making robotics real for everyone and building systems that are as delightful as they are capable, we’re interested in hearing from you.

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.

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 - 157,100.00 - 212,600.00 USD annually