Shield AI
Customer Sustainment Engineer (R5502)
About this role
Shield AI seeks a Senior Customer Sustainment Engineer to provide post-deployment support for Hivemind autonomy software, serving as the primary owner of Tier 1 support and handling complex troubleshooting. You'll bridge customer operations and engineering teams to diagnose mission-critical issues, resolve what can be fixed at the support level, and escalate deeper technical problems with complete context for engineering resolution.
What you'll do
- Own Tier 1 customer support and incident coordination from initial report through resolution confirmation
- Gather diagnostic information including logs, telemetry, configurations, network context, and reproduction steps to understand issues
- Troubleshoot Hivemind software, APIs, licensing, deployments, networks, integrations, and operator workflows
- Distinguish between product defects, configuration problems, environmental issues, and feature requests
- Escalate Tier 3 issues to engineering with concise packages containing impact, evidence, likely causes, and attempted solutions
- Create troubleshooting guides, known-issue records, and training materials from recurring problems
What they're looking for
- Linux system administration and troubleshooting
- Log analysis and telemetry interpretation
- C++ code reading comprehension
- Python, Bash, or shell scripting
- Software deployment and configuration management
- Network troubleshooting and diagnostics
- Technical writing and customer communication
- Autonomy, robotics, or mission-critical systems experience
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Shield AI
Shield AI develops autonomous defense aircraft platforms, including systems like the V-BAT, requiring sophisticated hardware integration and testing. The company is hiring mechanical engineers, electrical engineers, and supplier development specialists to design aircraft systems, develop test solutions, and manage aerospace supply chains.
View all jobs at Shield AILikely interview questions
- Describe a time you diagnosed a complex technical issue in a fielded system where you had incomplete initial information—how did you gather evidence and narrow down the root cause?
- Walk us through your experience supporting deployed, mission-critical software systems and how you prioritized issues affecting operations.