3 months 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
Shield AI builds autonomous systems for military and national security customers, combining its Hivemind autonomy software with V-BAT and X-BAT unmanned aircraft and Aechelon simulation technologies. The privately held company sells hardware, software, and related services to U.S. and allied defense agencies. Founded in 2015 and headquartered in San Diego, it operates across the U.S., Europe, the Middle East, and Asia-Pacific, and its technology is used in operational deployments.