Senior Staff Engineer, Customer Support
Shield AIAutonomous Systems company
United StatesLead
Andreessen Horowitz
L3Harris
Hanwha Asset Management
U.S. Innovative Technology Fund
Washington Harbour Partners
Riot Ventures
Software Engineering
About the role
TL;DR
Provide technical support and troubleshooting for Hivemind software customers.
- •Shield AI is seeking a Senior Staff Engineer to provide technical support for their Hivemind software.
- •This role is crucial for ensuring customer satisfaction and product reliability.
- •Key Responsibilities Serve as the first technical support point of contact for Hivemind software customers.
- •Triage and troubleshoot Hivemind Enterprise software, API, licensing, deployment, and integration issues.
- •Distinguish software issues from customer configuration or environment problems.
- •Route issues to the appropriate engineering or product teams.
- •Provide customer-safe status updates and convert recurring issues into knowledge-base articles.
- •Requirements 7+ years of experience in technical customer support or a similar customer-facing technical role.
- •Strong troubleshooting mindset and ability to structure ambiguous customer reports.
- •Working knowledge of Linux systems, logs, networking, and software versions.
- •Ability to read and reason about C++ code.
- •Strong written and verbal communication skills, especially in high-pressure situations.
Required skills
C++LinuxPythonBashSQL
Nice-to-have skills
JiraConfluence
Domain expertise
defenseaerospace
Tech stack
LinuxC++PythonBashSQL
