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. 

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Full-time regular employee offer package:

Pay within range listed + Bonus + Benefits + Equity

 

Temporary employee offer package:

Pay within range listed above + temporary benefits package (applicable after 60 days of employment)

 

Salary compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. All offers are contingent on a cleared background and possible reference check. Military fellows and part-time employees are not eligible for benefits. Please speak to your talent acquisition representative for more information.

 

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Shield AI is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.