Robotics Applications Engineer — Field Support & Troubleshooting

Amazon Inc.

Sunnyvale, Northern (CA, KY)

Hybrid

USD 104,000 - 182,000

Full time

5 days ago

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Benefits offered by this job

Health insurance

401(k) matching

Paid time off

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Job summary

Amazon.com Services LLC is seeking an Applications Engineer for the Fauna Robotics support team. You will be a primary technical contact for customer issues, diagnosing hardware and software problems, and driving resolution with independence.

You will build and improve support infrastructure, including knowledge bases, playbooks, and diagnostic tools. You will work with engineers, scientists, and researchers to troubleshoot across mechanical, electrical, and software systems, contributing to

Qualifications

Experience troubleshooting and debugging technical systems.
Experience troubleshooting and documenting findings.
Demonstrated ability to communicate complex technical concepts clearly to technical audiences, both verbally and in writing.
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 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.

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.