Senior Staff Engineer, Customer Support (R5502)

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.

What you'll do:: 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. Projects you may work on:: Building the Hivemind support intake form and minimum evidence checklist for customer software issues. Creating a triage playbook for Hivemind Enterprise/API, license/provisioning, software deployment, configura