Senior Staff Engineer, Customer Support (R5502)

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 seeking a technical Customer Support Engineer to serve as the front door for Hivemind software support. This role is part customer service representative, part fleet-support engineer: you will intake customer issues, collect the right evidence, triage software and integration problems, route issues to the right owners, and help customers get back to mission-ready operation. 

This is a customer-facing technical support role that requires technical depth to understand logs, configuration, versions, APIs, autonomy workflows, software deployment, operator context, and basic code behavior, paired with the discipline to communicate clearly, manage expectations, document outcomes, and keep support work moving through the correct process. 

You will partner closely with Forward Deployment Engineers, Product Support Engineering, Sustainment Engineering, Product, Program, Licensing, and core Hivemind engineering teams to turn field-reported issues into actionable tickets, reproducible findings, workarounds, knowledge-base articles, and product-supportability improvements. 

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.