<div><span data-contrast="auto">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. For more information, visit </span><a rel="noreferrer noopener" href="https://shield.ai/"><span data-ccp-charstyle="Hyperlink">www.shield.ai</span></a><span data-contrast="auto">. Follow Shield AI on </span><a rel="noreferrer noopener" href="https://www.linkedin.com/company/shield-ai"><span data-ccp-charstyle="Hyperlink">LinkedIn</span></a><span data-contrast="auto">, </span><a rel="noreferrer noopener" href="https://x.com/shieldaitech"><span data-ccp-charstyle="Hyperlink">X</span></a><span data-contrast="auto">, </span><a rel="noreferrer noopener" href="https://www.instagram.com/shield_ai"><span data-ccp-charstyle="Hyperlink">Instagram</span></a><span data-contrast="auto">, and </span><a rel="noreferrer noopener" href="https://www.youtube.com/@Shield_AI"><span data-ccp-charstyle="Hyperlink">YouTube</span></a><span data-contrast="auto">.</span><span data-ccp-props="{"335559685":720}"> </span></div><div><br></div><h3>Job Description:</h3> <div> <div> <p><span data-contrast="auto">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.</span><span data-ccp-props="{}"> </span></p> </div> <div> <p><span data-contrast="auto">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.</span><span data-ccp-props="{}"> </span></p> </div> <div> <p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </div> <div> <p><span data-contrast="auto">Some issues will be resolved through configuration changes, deployment corrections, known workarounds, or better guidance. Others will require a product or engineering change. In either case, you will stay with the issue through resolution, keep the customer informed, and make sure the outcome is captured for future use.</span><span data-ccp-props="{}"> </span></p> </div> <div> <p><span data-contrast="auto">The role is the primary owner for Tier 1 support, handles a meaningful portion of Tier 2 troubleshooting, and can contribute to limited Tier 3 investigation when deeper technical experience is useful. Using DoD sustainment language, this is roughly the software equivalent of intermediate-level maintenance: resolve what can be addressed at that level, identify what needs depot-level repair, and provide engineering with a complete technical handoff. Product Support and core engineering teams provide the depot-level repair capability, while this role stays engaged to validate the result and close the loop with the customer.</span><span data-ccp-props="{}"> </span></p> </div> <div> <p><span data-contrast="auto">You will work closely with Forward Deployment Engineering, Product Support Engineering, Operations & Sustainment, Product, Program, Licensing, and the core Hivemind engineering teams. The goal is straightforward: help customers return to mission-ready operation while making Hivemind easier to support over time.</span><span data-ccp-props="{}"> </span></p> </div> </div><h3>What you'll do:</h3><div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1" role="listitem"> <p><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Own Tier 1 customer support and incident coordination from </span><span data-ccp-parastyle="List Bullet">initial</span><span data-ccp-parastyle="List Bullet"> report through confirmed resolution.</span></span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="2" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Gather the information needed to understand an issue, including mission impact, software version, configuration, deployment state, logs, telemetry, screenshots, network context, and reproduction steps.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="3" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Troubleshoot Hivemind software, APIs, licensing and provisioning, deployments, configurations, networks, operator workflows, and partner or OEM integrations.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="4" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Separate product defects from configuration problems, environmental differences, integration issues, training needs, and feature requests.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1" role="listitem"> <p><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Resolve common technical problems, handle </span><span data-ccp-parastyle="List Bullet">appropriate Tier</span><span data-ccp-parastyle="List Bullet"> 2 investigations, and reproduce more complex failures in lab, simulation, or representative test environments.</span></span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="6" data-aria-level="1" role="listitem"> <p><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Recognize issues that require Tier 3 or depot-level product repair and give engineering teams concise escalation packages that explain the impact, evidence, </span><span data-ccp-parastyle="List Bullet">likely causes</span><span data-ccp-parastyle="List Bullet">, work already </span><span data-ccp-parastyle="List Bullet">attempted</span><span data-ccp-parastyle="List Bullet">, and expected result.</span></span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="7" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Provide customers with clear updates, practical next steps, and technically sound workarounds while investigations are in progress.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="8" data-aria-level="1" role="listitem"> <p><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Support software releases, upgrades, onboarding, </span><span data-ccp-parastyle="List Bullet">licensing</span><span data-ccp-parastyle="List Bullet"> and provisioning workflows, and the transition from deployment into ongoing sustainment.</span></span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="9" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Turn recurring issues into troubleshooting guides, known-issue records, diagnostic tools, training material, and product feedback.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="10" data-aria-level="1" role="listitem"> <p><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Use incident patterns to </span><span data-ccp-parastyle="List Bullet">identify</span><span data-ccp-parastyle="List Bullet"> improvements to product reliability, diagnostics, documentation, and release readiness.</span></span><span data-ccp-props="{}"> </span></p> </li> </ul></div> </div><h3>Projects you may work on:</h3><div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="11" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Investigate a mission failure after a software update by comparing logs, configurations, versions, network behavior, telemetry, and release notes.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="12" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Reproduce an autonomy, API, or integration issue and provide engineering with the evidence needed to correct it.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="13" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Restore an offline customer environment affected by licensing, provisioning, time synchronization, or version compatibility.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="14" data-aria-level="1" role="listitem"> <p><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Coordinate the technical response to a high-impact customer issue and </span><span data-ccp-parastyle="List Bullet">validate</span><span data-ccp-parastyle="List Bullet"> the workaround or fix before closure.</span></span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="15" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Build a diagnostic playbook for recurring deployment, configuration, networking, or operator-workflow problems.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> </div><h3>Required qualifications:</h3><div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="16" data-aria-level="1" role="listitem"> <p><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Bachelor's degree in Engineering</span><span data-ccp-parastyle="List Bullet">, Computer Science, or a related technical field, or equivalent practical, military, field-engineering, or technical experience.</span></span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="17" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">7+ years of hands-on experience supporting fielded, software-enabled systems in customer, operational, test, deployment, or sustainment environments.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="18" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Experience with cyber-physical, edge, mission, robotics, autonomy, aviation, defense, industrial-control, or similarly complex deployed systems.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="19" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Strong troubleshooting skills across software, Linux, configuration, networking, logs, telemetry, software versions, and hardware-adjacent interfaces.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="20" data-aria-level="1" role="listitem"> <p><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">A record of owning technical issues from an incomplete </span><span data-ccp-parastyle="List Bullet">initial</span><span data-ccp-parastyle="List Bullet"> report through diagnosis and resolution.</span></span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="21" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Ability to read and reason about modern C++ and use existing Python, Bash, or similar scripts during troubleshooting and log analysis.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="22" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Clear written and verbal communication with customers, operators, and engineering teams, including during time-sensitive situations.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="23" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Ability to write useful incident records, troubleshooting guidance, engineering escalations, and customer-facing updates.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="24" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Sound judgment when working within security, export-control, safety, customer-site, contractual, and data-handling requirements.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="25" data-aria-level="1" role="listitem"> <p><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Ability to </span><span data-ccp-parastyle="List Bullet">possess</span><span data-ccp-parastyle="List Bullet"> a Secret DoD security clearance when required by customers.</span></span><span data-ccp-props="{}"> </span></p> </li> </ul></div> </div><h3>Preferred qualifications: </h3><div> <div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="26" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Experience with autonomy software, robotics, unmanned systems, aviation, defense or mission software, ground-control software, SDKs, APIs, or edge-deployed systems.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="27" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Experience supporting fleet operations, operational-readiness events, flight or ground test campaigns, or customer-site deployments.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> </div> <div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="28" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Familiarity with DoD sustainment, intermediate- and depot-level maintenance concepts, or comparable field-to-engineering support models.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="29" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Hands-on software engineering experience writing and debugging C++ and developing Python scripts or tools for diagnostics, automation, or data analysis.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="30" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Familiarity with software releases, configuration baselines, upgrade validation, rollback, and version compatibility.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="31" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Experience with licensing, provisioning, offline or air-gapped environments, edge compute, time synchronization, networking, or telemetry analysis.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="32" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Experience with Jira, Azure DevOps, Salesforce, ServiceNow, Zendesk, Confluence, or similar engineering and support tools.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="33" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Military, operator, maintainer, field-service, mission-support, or customer-engineering experience.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="34" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Active or prior security clearance.</span><span data-ccp-props="{}"> </span></p> </li> <div> </div> <div> <div> <p aria-level="1" role="heading"><span data-ccp-parastyle="heading 1">Success looks like</span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":480,"335559739":0}"> </span></p> </div> <div> <p aria-level="2" role="heading"><span data-ccp-parastyle="heading 2">After 90 days</span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></p> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="35" data-aria-level="1" role="listitem"> <p><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">You can independently manage Tier 1 Hivemind support, resolve </span><span data-ccp-parastyle="List Bullet">appropriate Tier</span><span data-ccp-parastyle="List Bullet"> 2 problems, and bring well-supported Tier 3 or depot-level cases to the </span><span data-ccp-parastyle="List Bullet">appropriate engineering</span><span data-ccp-parastyle="List Bullet"> team.</span></span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="36" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Customers and internal teams receive clear updates, practical next steps, and consistent follow-through.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="37" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Your escalation packages allow engineering teams to begin useful work without repeating basic discovery.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <p aria-level="2" role="heading"><span data-ccp-parastyle="heading 2">After 6 months</span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></p> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="38" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Common field issues have repeatable diagnostics, workarounds, and support guidance.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="39" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Forward Deployment Engineers and core engineers spend less time reconstructing customer problems because the evidence and technical qualification are already in place.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="40" data-aria-level="1" role="listitem"> <p><span data-ccp-parastyle="List Bullet">Incident trends are leading to improvements in Hivemind reliability, supportability, documentation, and release readiness.</span><span data-ccp-props="{}"> </span></p> </li> </ul></div> </div> </ul></div> </div> </div>

Senior Staff Customer Sustainment Engineer (R5502)

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