Senior Technical Support Engineer, Autonomy Software

Shieldai; United States; On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Job summary

Shield AI seeks a technically skilled Customer Support Engineer to be the front door for Hivemind software support. You will intake issues, triage, reproduce tests, and route to owners to restore mission-ready operation.

You will collaborate with engineers and product teams to turn field issues into actionable tickets, write knowledge articles, and improve support processes while maintaining clear customer communications.

Qualifications

• 7+ years of experience in technical customer support, fleet support, field support, software support, systems integration, applications engineering, technical operations, or a similar customer-facing technical role.
• Strong troubleshooting mindset and ability 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.
• Strong written and verbal communication skills in customer-facing and cross-functional environments, including calm communication during high-pressure support situations.
• Ability to manage ticket hygiene, severity, ownership, customer updates, evidence requests, escalation paths, and support boundaries with discipline.
• Ability to write concise support notes, troubleshooting guides, known-issue summaries, and customer-safe status updates.
• Experience with licensing, provisioning, release management, configuration baselines, offline/air-gapped environments, or customer update workflows.
• Experience using GenAI tools to accelerate troubleshooting, support summarization, documentation, knowledge capture, or support workflow automation.

Responsibilities

• 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 Hivemindsoftware 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.

Job description

Shield AI seeks a technically skilled Customer Support Engineer to be the front door for Hivemind software support. You will intake issues, triage, reproduce tests, and route to owners to restore mission-ready operation.

You will collaborate with engineers and product teams to turn field issues into actionable tickets, write knowledge articles, and improve support processes while maintaining clear customer communications.