Senior Staff Customer Sustainment Engineer (R5502)

Job Description: Shield AI builds intelligent systems that protect service members and civilians. Our products include Hivemind autonomy software and V-BAT and X-BAT aircraft, and our teams support customers and operations across the United States, Europe, the Middle East, and Asia-Pacific. Shield AI is hiring a Senior Customer Sustainment Engineer to support Hivemind systems after they reach customers and operational teams. This role sits at the intersection of customer support, systems troubleshooting, and engineering. Customers and forward deployed employees bring valuable operational context when they report a mission interruption, update concern, or unexpected system behavior. You will work with them to translate that context into a clear technical problem by gathering the right evidence, understanding the operating environment, narrowing the likely causes, and identifying the best path to resolution. Some issues will be resolved through configuration changes, deployment correc