Senior Staff Engineer, Customer Support

Shield AI is seeking a technical Customer Support Engineer to serve as the front door for Hivemind software support. This role is part customer service representative, part fleet-support engineer: you will intake customer issues, collect the right evidence, triage software and integration problems, route issues to the right owners, and help customers get back to mission-ready operation. This is a customer-facing technical support role that requires technical depth to understand logs, configuration, versions, APIs, autonomy workflows, software deployment, operator context, and basic code behavior, paired with the discipline to communicate clearly, manage expectations, document outcomes, and keep support work moving through the correct process. You will partner closely with Forward Deployment Engineers, Product Support Engineering, Sustainment Engineering, Product, Program, Licensing, and core Hivemind engineering teams to turn field-reported issues into actionable tickets, reproducible findings, workarounds, knowledge-base articles, and product-supportability improvements.