Robotics Customer Support Engineering Lead

Amazon; New York (NY); On-site; USD 157,000 - 213,000; Full time

Job summary

Fauna Robotics, an Amazon company, is seeking a Manager of Customer Support Engineering to build and lead our support organization for humanoid robots in New York. You will own deployment, operation, troubleshooting, escalation, and issue resolution, guiding a team of senior engineers and future managers.

The role requires coordinating with Engineering, Reliability, Manufacturing, Product, and Operations to improve serviceability and reduce field issues, while scaling from high-touch to broader

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.

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.

Skills

CS/CE degree

Robotics/EE degree

10+ yrs exp

5+ yrs leadership

Hardware/Software/Networking/Cloud

Escalation management

Education

Bachelor's degree in Computer Science, Computer Engineering or a related technical discipline

Bachelor's degree in robotics, mechanical engineering, electrical engineering, or a related field

Job description

Fauna Robotics, an Amazon company, is seeking a Manager of Customer Support Engineering to build and lead our support organization for humanoid robots in New York. You will own deployment, operation, troubleshooting, escalation, and issue resolution, guiding a team of senior engineers and future managers.

The role requires coordinating with Engineering, Reliability, Manufacturing, Product, and Operations to improve serviceability and reduce field issues, while scaling from high-touch to broader