Senior Staff Engineer, Customer Support (R5502)

Shield AI
United States
Workplace: OnsiteFull timeUSD 180,000 - 269,991 annuallyFunction: Customer Support (Service Desk)Experience: 7+ yearsSkills: ["Troubleshooting","Communication","Documentation","Expectation management","Ticket management"]

Serve as the first technical support point of contact for Hivemind customers and internal field teams. Intake, evidence-gather, and triage software and integration issues across Hivemind Enterprise, APIs, licensing/provisioning, deployments, configurations, and operator workflows—then route cases to the right owners. Reproduce issues in lab/sim environments, analyze logs and telemetry, convert recurring cases into knowledge-base resources, and track support patterns to improve product supportability.

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FursaFursa
Shield AI
Shield AI
4 days ago

Senior Staff Engineer, Customer Support (R5502)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Serve as the first technical support point of contact for Hivemind customers and internal field teams. Intake, evidence-gather, and triage software and integration issues across Hivemind Enterprise, APIs, licensing/provisioning, deployments, configurations, and operator workflows—then route cases to the right owners. Reproduce issues in lab/sim environments, analyze logs and telemetry, convert recurring cases into knowledge-base resources, and track support patterns to improve product supportability.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as first technical support point of contact for Hivemind software customers, partners, operators, maintainers, and internal field teams.
  • •Own support intake quality by capturing issue description, mission impact, severity, customer environment, software version/configuration, and evidence (logs, screenshots, telemetry, reproduction steps).
  • •Triage Hivemind Enterprise software, API, licensing/provisioning, deployment, configuration, operator-workflow, and integration issues; distinguish software issues from configuration, unsupported environments, integration, network, hardware-adjacent, training, or feature requests.
  • •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 and escalation paths.
  • •Convert recurring support cases into knowledge-base articles, troubleshooting guides, known-issue records, and diagnostic intake improvements; analyze logs/telemetry/version state for root-cause investigation.

Pay and Benefits

Salary: USD 180,000 - 269,991 annually
Equity and Bonus:Equity

Key Requirements

  • •7+ years in technical customer support, fleet support, field support, software support, systems integration, or similar customer-facing technical roles.
  • •Strong troubleshooting mindset to turn ambiguous customer reports into structured, actionable support cases.
  • •Working knowledge of Linux systems, logs, configuration files, networking basics, software versions, and diagnostic workflows.
  • •Ability to read and reason about C++ code and understand software behavior across APIs, deployment state, configurations, and integration context.
  • •Comfort meeting export-control and sensitive-data/customer-site support boundary requirements, including possessing a Secret DoD security clearance as required.
Experience:7+ yearsDefense-techAutonomy softwareRoboticsUnmanned systemsAviationMission softwareEdge-deployed systems
Skills:TroubleshootingCommunicationDocumentationExpectation managementTicket management
Tech Stack:LinuxC++PythonBashSQLJiraAzure DevOpsServiceNowSalesforceZendeskConfluenceAPIsGenAI

Eligibility

Security Clearance:Secret DoD

Company Brief

Shield AI
Develops AI-powered autonomy and software for military aircraft and drones to enable autonomous ISR and combat missions, integrating perception, navigation, and mission planning for defense customers.
Industry: Defense Technology
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series E+
Headquarters: San Diego, United States
Founded: 2015
WebsiteLinkedIn