Autonomy for the world. Backed by a16z.
About the role
Own Tier 1 customer support and incident coordination from initial report through confirmed resolution. Gather the information needed to understand an issue, including mission impact, software version, configuration, deployment state, logs, telemetry, screenshots, network context, and reproduction steps.
What they're looking for
- 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 in customer, operational, test, deployment, or sustainment environments
- Experience with cyber-physical, edge, mission, robotics, autonomy, aviation, defense, industrial-control, or similarly complex deployed systems
- Strong troubleshooting skills across software, Linux, configuration, networking, logs, telemetry, software versions, and hardware-adjacent interfaces
- A record of owning technical issues from an incomplete initial report through diagnosis and resolution
- Ability to read and reason about modern C++ and use existing Python, Bash, or similar scripts during troubleshooting and log analysis
More about this role
Shield AI is a venture-backed defense-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include Hivemind autonomy software, V-BAT and X-BAT aircraft, and Aechelon simulation and synthetic reality technologies. With offices and facilities across the U.S., Europe, the Middle East, and Asia-Pacific, Shield AI’s technology actively supports operations worldwide. For more information, visit www.shield.ai . Follow Shield AI on LinkedIn , X , Instagram , and YouTube .
Shield AI builds intelligent systems that protect service members and civilians. Our products include Hivemind autonomy software and V-BAT and X-BAT aircraft, and our teams support customers and operations across the United States, Europe, the Middle East, and Asia-Pacific.
Shield AI is hiring a Senior Customer Sustainment Engineer to support Hivemind systems after they reach customers and operational teams. This role sits at the intersection of customer support, systems troubleshooting, and engineering.
Customers and forward deployed employees bring valuable operational context when they report a mission interruption, update concern, or unexpected system...
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