Senior Staff Customer Sustainment Engineer
Shield AI is a U.S. defense-technology company developing mission-autonomy software and autonomous aircraft for military and allied operations.
Funding history
Investors
About Shield AI
Founded in 2015, Shield AI builds Hivemind autonomy software and V-BAT and X-BAT aircraft for operations in contested, GPS- and communications-denied environments. Its current site also presents Aechelon synthetic-reality simulation and Vision Systems detection and tracking products.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own Tier 1 customer support and coordinate incidents from the initial report through confirmed resolution. You will gather technical evidence, troubleshoot software and system issues, provide practical workarounds, and keep customers updated. You will handle appropriate Tier 2 investigations, reproduce complex failures, prepare complete escalation packages for engineering, and validate fixes. You will also improve diagnostic guidance, support releases and onboarding, and identify reliability and documentation improvements from incident patterns.
Requirements
- Bachelor's degree in Engineering, Computer Science, or a related technical field, or equivalent practical, military, field-engineering, or technical experience
- 7+ years of hands-on experience supporting fielded software-enabled systems
- Experience with complex deployed systems such as cyber-physical, edge, mission, robotics, autonomy, aviation, defense, or industrial-control systems
- Troubleshooting skills across software, Linux, configuration, networking, logs, telemetry, software versions, and hardware-adjacent interfaces
- Experience owning technical issues through diagnosis and resolution
- Ability to read modern C++ and use Python, Bash, or similar scripts for troubleshooting and log analysis
- Written and verbal communication skills for customers, operators, and engineering teams
- Ability to write incident records, troubleshooting guidance, engineering escalations, and customer-facing updates
- Ability to work within security, export-control, safety, contractual, and data-handling requirements
- Ability to possess a Secret DoD security clearance when required
Responsibilities
- Own Tier 1 customer support and incident coordination through confirmed resolution
- Gather mission impact, versions, configurations, logs, telemetry, network context, and reproduction steps
- Troubleshoot Hivemind software, APIs, licensing, provisioning, deployments, configurations, networks, workflows, and integrations
- Distinguish product defects from configuration, environmental, integration, training, and feature-request issues
- Resolve common technical problems and perform appropriate Tier 2 investigations
- Reproduce complex failures in lab, simulation, or representative test environments
- Escalate Tier 3 or depot-level issues with complete technical evidence
- Provide customer updates, next steps, and workarounds
- Support releases, upgrades, onboarding, licensing, provisioning, and sustainment transitions
- Create troubleshooting guides, known-issue records, diagnostic tools, training material, and product feedback
- Identify improvements to reliability, diagnostics, documentation, and release readiness
Benefits
- Bonus
- Benefits
- Equity