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, 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: - 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