Application Support Engineer

Who you are

• Experience troubleshooting and debugging technical systems
• Experience troubleshooting and documenting findings
• 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
• 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

What the job involves

• 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
• 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