Senior Technical Support Engineer - Hivemind

Shield AI; United States; On-site; USD 180,000 - 270,000; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Job summary

Shield AI is seeking a technically proficient Customer Support Engineer to be the front door for Hivemind software support. This role blends customer service with fleet-support engineering to intake issues, gather evidence, triage, and route to the right owners, ensuring mission-ready operations.

You will work closely with Forward Deployment Engineers and various engineering teams to transform field-reported issues into actionable tickets, reproducible findings, and knowledge-base improvements.

Qualifications

• 7+ years in technical customer support or related field.

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 across issue description, mission impact, severity, environment, version, config, logs, and reproduction steps.
• Triage Hivemind Enterprise software, API, licensing, provisioning, deployment, and integration issues.
• Differentiate software issues from configuration, unsupported environments, partner/OEM integration, network, or hardware-adjacent problems.
• Route issues to owners across various teams and escaation paths.
• Provide customer-safe updates, status, next steps, workarounds, and escalation paths.
• Assist in reproducing issues in lab or simulator environments.
• Analyze logs, telemetry, version state, and known issues to support triage and root-cause.
• Create knowledge-base articles and troubleshooting guides from recurring issues.
• Support release readiness, onboarding, and deployment-to-sustainment handoffs.
• Track support metrics to identify pain points and gaps.

Skills

Troubleshooting

Linux basics

C++ code understanding

Communication

Ticket hygiene

Security/export-control

Documentation

Tools

Jira

Azure DevOps

ServiceNow

Salesforce

Zendesk

Confluence

Job description

Shield AI is seeking a technically proficient Customer Support Engineer to be the front door for Hivemind software support. This role blends customer service with fleet-support engineering to intake issues, gather evidence, triage, and route to the right owners, ensuring mission-ready operations.

You will work closely with Forward Deployment Engineers and various engineering teams to transform field-reported issues into actionable tickets, reproducible findings, and knowledge-base improvements.