Senior Staff Customer Sustainment Engineer

About the role

Shield AI is seeking a senior engineer to own Tier 1 customer support for its Hivemind autonomy software and to drive incident resolution through Tier 2 and limited Tier 3 investigations. The role bridges customer operations, troubleshooting, and engineering to keep deployed systems mission‑ready.

Key responsibilities

• Own Tier 1 support from initial report through confirmed resolution, coordinating incident information and customer communication.
• Gather mission impact data, software versions, configurations, logs, telemetry, network context and reproduction steps.
• Troubleshoot Hivemind software, APIs, licensing, deployments, configurations, networking and operator workflows.
• Separate product defects from configuration or integration issues and provide concise escalation packages for Tier 3 or depot‑level repair.
• Develop troubleshooting guides, known‑issue records, diagnostic tools and training material from recurring problems.
• Support software releases, upgrades, onboarding, licensing and provisioning workflows.

Required profile

• Bachelor’s degree in Engineering, Computer Science or equivalent practical experience.
• 7+ years supporting fielded, software‑enabled systems in operational or sustainment environments.
• Experience with cyber‑physical, edge, robotics, autonomy, aviation or defense systems.
• Strong troubleshooting across software, Linux, networking, logs, telemetry and hardware‑adjacent interfaces.
• Ability to read modern C++ code and use Python or Bash scripts for analysis.
• Clear written and verbal communication, especially under time‑sensitive conditions.
• Eligibility for a Secret DoD security clearance when required.

Required skills

• C++
• Python
• Bash scripting
• Linux operating systems
• Network troubleshooting
• Log and telemetry analysis
• Jira
• Azure DevOps
• Salesforce
• ServiceNow
• Zendesk
• Confluence