Note: The job is a remote job and is open to candidates in USA. Shield AI is a defense-tech company that builds intelligent systems, including Hivemind autonomy software and unmanned aircraft, to protect service members and civilians. The Senior Staff Engineer, Customer Support will serve as the primary technical support contact for Hivemind software customers, triaging issues, analyzing technical evidence, coordinating escalations, and helping restore mission-ready operations. The role also converts recurring issues into documentation, support processes, and product-supportability improvements.
Responsibilities
- Serve as the first technical support point of contact for Hivemind software customers, partners, operators, maintainers, and internal field teams
- Own support intake quality: issue description, mission impact, severity, customer environment, software version, configuration, asset context, logs, screenshots, telemetry, and reproduction steps where available
- Triage Hivemind Enterprise software, API, licensing/provisioning, deployment, configuration, operator-workflow, and integration issues across fielded systems
- Distinguish Hivemind software issues from customer configuration, unsupported environment, partner/OEM integration, network, hardware-adjacent, training, or feature-request issues
- Route issues to the right owner across support operations, Field Deployment Engineering, Product Support Engineering, Sustainment Engineering, Licensing, Product, Program, and core engineering
- Provide customer-safe updates that explain status, next steps, workarounds, expected evidence, and escalation path
- Help reproduce or validate issues in lab, simulation, software test, or representative environments when appropriate
- Analyze logs, telemetry, version state, configuration, release notes, and known issues to support triage and root-cause investigation
- Convert recurring support cases into knowledge-base articles, troubleshooting guides, known-issue records, intake improvements, diagnostic checklists, and product feedback
- Support release readiness, update troubleshooting, license/provisioning workflows, customer onboarding, and deployment-to-sustainment handoffs
- Track support metrics and patterns that help the Sustainment team understand customer pain points, common failure modes, response quality, and supportability gaps
Skills
- - 7+ years of experience in technical customer support, fleet support, field support, software support, systems integration, applications engineering, technical operations, or a similar customer-facing technical role
- - Strong troubleshooting mindset and ability to turn ambiguous customer reports into structured, actionable support cases
- - Working knowledge of Linux systems, logs, configuration files, networking basics, software versions, and diagnostic workflows
- - Ability to read and reason about C++ code
- - Ability to understand software behavior across customer workflows, APIs, deployment state, configuration, and integration context
- - Strong written and verbal communication skills in customer-facing and cross-functional environments, including calm communication during high-pressure support situations
- - Ability to manage ticket hygiene, severity, ownership, customer updates, evidence requests, escalation paths, and support boundaries with discipline
- - Ability to write concise support notes, troubleshooting guides, known-issue summaries, and customer-safe status updates
- - Comfort operating within export-control, security, sensitive-data, customer-site, safety, commercial, and support-boundary requirements
- - Ability to possess a Secret DoD security clearance as required by customers
- - Experience supporting autonomy software, robotics, unmanned systems, aviation, defense software, mission software, ground control software, SDKs, APIs, or edge-deployed systems
- - Experience supporting deployed software, fleet operations, operational readiness events, test campaigns, or customer-site deployments
- - Familiarity with Python, Bash, SQL, log parsing, telemetry review, or lightweight diagnostic scripting
- - Experience with Jira, Azure DevOps, ServiceNow, Salesforce, Zendesk, Confluence, or similar support and knowledge-management systems
- - Experience with licensing, provisioning, release management, configuration baselines, offline/air-gapped environments, or customer update workflows
- - Experience using GenAI tools to accelerate troubleshooting, support summarization, documentation, knowledge capture, or support workflow automation
- - Active or prior security clearance
Benefits
- Bonus for full-time regular employees
- Benefits for full-time regular employees
- Equity for full-time regular employees
- Temporary benefits package for temporary employees, applicable after 60 days of employment
Company Overview