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 . Job Description: 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.