Senior Mission-Critical Sustainment Engineer

Shield

San Diego (CA)

On-site

USD 160,000 - 290,000

Full time

14 days+

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Shield AI is seeking a Senior Customer Sustainment Engineer to support Hivemind systems post-delivery. You will own Tier 1 incident coordination, guide Tier 2 investigations, and collaborate with engineering to close gaps.

The role requires handling complex troubleshooting across software, Linux, and networks, with DoD security requirements as needed. You will work with Forward Deployment Engineering, Product Support, and core Hivemind teams to ensure mission-ready operation and durable support

Qualifications

Bachelor's degree in engineering, CS, or related technical field or equivalent experience.
7+ years supporting fielded software-enabled systems in customer environments.
Experience with cyber-physical, robotics, autonomy, or defense systems.
Strong troubleshooting across software, Linux, networking, logs, telemetry, and hardware interfaces.
Ability to read and reason about modern C++ and use Python/Bash scripts in troubleshooting.
Clear written and verbal communication with customers and engineering teams.

Responsibilities

Own Tier 1 customer support and incident coordination from initial report through resolution.
Gather information to understand issues, including mission impact, version, configuration, logs, and steps to reproduce.
Troubleshoot Hivemind software, APIs, licensing, deployments, configurations, and networks.
Differentiate product defects from configuration or environment issues; escalate as needed.
Lead Tier 2 investigations and reproduce complex failures in lab or simulation environments.
Provide concise escalation packages to engineering and maintain customer updates during investigations.
Support software releases, onboarding, licensing, and provisioning workflows.