1 month ago
Base Salary
$152k - $318k/yr
Responsibilities
- Deploy globally with customers to install, configure, validate, train, troubleshoot, and sustain Hivemind products.
- Become an expert user of the Hivemind Enterprise software stack, autonomy modules, deployment tooling, supported configurations, and diagnostic workflows.
- Create and improve runbooks covering software installation, configuration validation, licensing or provisioning, pre-mission checks, log readiness, and acceptance steps.
- Provide hands-on technical support to operators, maintainers, partners, and internal field teams during deployment, test, training, demonstration, and sustainment activities.
- Capture logs, telemetry, recorded data, screenshots, configuration state, operator notes, mission phase, and environmental constraints for issue triage.
- Drive issues through intake, severity assessment, ownership, workaround or fix delivery, customer-safe communication, closure, and learning loops.
- Convert recurring field issues, workarounds, customer questions, and training gaps into support tickets, knowledge-base content, known-issue records, runbooks, and product feedback.
- Partner with engineering, product, program, sustainment, licensing, safety, legal, commercial, and support teams to route and resolve customer issues.
- Support root-cause investigations and corrective-action validation by reproducing issues, testing updates, and confirming fixes or workarounds.
- Support Field Service Representative-style obligations, including on-site support, operator assistance, troubleshooting, documentation, escalation, and evidence capture.
Requirements
- Bachelor's degree in Engineering, Computer Science, Robotics, Aerospace, or a related technical field, or equivalent practical experience.
- At least 5 years of experience in field engineering, forward-deployed engineering, applications engineering, systems integration, flight test, robotics support, unmanned systems operations, technical operations, customer deployment, or a similar hands-on technical role.
- Strong background in software engineering, systems integration, or autonomy-adjacent systems.
- Proficiency writing, reading, and debugging modern C++ code.
- Working proficiency with Python, Bash, or similar scripting for diagnostics, automation, data handling, and field support workflows.
- Strong troubleshooting skills across Linux or embedded systems, networking, configuration management, logs, telemetry, release packages, sensors or payloads, and operator workflows.
- Excellent problem-solving, communication, training, expectation-management, and escalation skills in customer-facing environments.
- Ability to write clear field notes, deployment records, troubleshooting guides, evidence packages, and support updates.
- Ability and willingness to travel at least 50% of the time, including frequent domestic and international travel and multi-week deployments.
- Ability to operate professionally in lab, flight-test, range, customer-site, and field environments under time pressure.
- Ability to comply with export-control, security, safety, sensitive-data, customer-site, and mission-specific requirements.
- Preferred qualifications include autonomy, robotics, defense aviation, unmanned aircraft, flight test, payload integration, sensor, edge compute, defense customer, enterprise software deployment, support-function scaling, diagnostic tooling, telemetry, networking, FAA Part 107, military aviation, UAS operations, systems engineering, Field Service Representative, GenAI, or security-clearance experience.
Benefits
- Full-time regular employees receive pay within the listed range, bonus, benefits, and equity.
- Temporary employees receive pay within the listed range and a temporary benefits package applicable after 60 days of employment.
- The role requires at least 50% travel, including frequent domestic and international trips, customer-site work, test events, training events, and multi-week deployments.
- Offers are contingent on a cleared background and possible reference check.
About Shield AI
Founded in 2015, 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.