Senior Hivemind Customer Support Engineer

Shield AI

San Diego (CA)

On-site

USD 120,000 - 160,000

Full time

14 days+

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Benefits offered by this job

Excellent Medical Coverage

Mental Health EAP

Paid Parental Leave

Pet Insurance

Flexible Work Hours

Onsite Gym (San Diego)

Gym Discount (San Diego)

Free Parking

Competitive Compensation

Stock Benefits

401K Services and Match

Job summary

Shield AI is seeking a Senior Customer Sustainment Engineer to support Hivemind systems post-deployment. You will translate customer context into clear technical problems, perform thorough troubleshooting, and coordinate with Product Support and core engineering for resolutions.

This role requires strong Linux, software, and network diagnostics skills, with responsibilities spanning incident coordination, documentation, and developing workarounds or fixes while ensuring customer satisfaction.

Qualifications

Bachelor's degree in Engineering, Computer Science, or a related technical field or equivalent experience.
Ability to possess a Secret DoD clearance when required by customers.
Experience reading and reasoning about modern C++ and using Python/Bash scripts for troubleshooting.

Responsibilities

Own Tier 1 customer support and incident coordination from initial report to resolution.
Troubleshoot Hivemind software, APIs, licensing, provisioning, deployments, and networks.
Coordinate with engineering to differentiate defects from configuration or environment issues.
Create escalation packages with evidence, impact, causes, and next steps.
Provide customers with clear updates and practical next steps during investigations.
Support software releases, onboarding, licensing, and provisioning workflows.