Hiring Manager

Best Guess

Job Description

Founded in 2015, Shield AI is a venture-backed deep-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include the V-BAT and X-BAT aircraft, Hivemind Enterprise, and the Hivemind Vision product lines. With offices and facilities across the U.S., Europe, the Middle East, and the Asia-Pacific, Shield AI’s technology actively supports operations worldwide. For more information, visit www.shield.ai. Follow Shield AI on LinkedIn, X, Instagram, and YouTube. Job Description: The Fleet Support Specialist is the frontline technical authority responsible for maintaining operational readiness across Shield AI customer fleets. This role directly impacts mission success, customer trust, and continuous product improvement. You will troubleshoot complex aircraft and system-level issues, support operators and Field Service Representatives in real time, and partner cross-functionally to resolve fleet-wide challenges. You serve as the bridge between the field and Engineering, translating operational realities into actionable technical solutions and product improvements. This position requires strong technical judgment, adaptability, and the ability to operate effectively in dynamic, high-consequence environments. The ideal candidate thrives under pressure, communicates clearly with diverse stakeholders, and takes ownership of problems through resolution.

What you'll do:

Fleet Technical Support

Serve as the primary point of contact for internal and external fleet technical issues

Troubleshoot aircraft, ground support equipment, and system-level issues remotely and on-site

Provide clear, structured written and verbal troubleshooting guidance to operators and Field Service Representatives

Rapidly assess technical risk and prioritize actions to restore operational readiness

Document findings, resolutions, and recurring issues to improve support processes

Field & Customer Operations

Serve as a trusted technical partner to customers, providing responsive, professional, and mission-focused support

Travel as required to support fielded systems and deliver hands-on troubleshooting and resolution in operational environments

Communicate clearly and confidently with operators, maintainers, and leadership to diagnose issues, set expectations, and drive resolution

Represent Fleet Support in cross-functional coordination with Engineering, Product, Manufacturing, and Field Service to ensure aligned and timely solutions

Provide structured feedback from customer interactions to internal teams to improve reliability, usability, and support processes

Support high-tempo operational environments where rapid decision-making and disciplined communication are critical

Engineering & Cross-Functional Collaboration

Capture recurring field issues and identify systemic improvement opportunities

Partner with Engineering to troubleshoot root causes and validate corrective actions

Contribute to development and refinement of troubleshooting guides, service documentation, and knowledge bases

Assist with product testing and validation activities to ensure field reliability

Advocate for operator experience and maintainability in product discussions

Technical Validation & Readiness

Perform benchtop testing of aircraft components and ground support equipment prior to fielding

Maintain Shield AI Air Vehicle Operator Certification to support operational proficiency and customer assistance

Stay current on system updates, configuration changes, and new product releases

What success looks like:

Fleet issues are resolved efficiently with minimal operational disruption

Customers view Fleet Support as responsive, technically authoritative, and mission-aligned

Cross-functional teams receive clear, actionable technical feedback from the field

Recurring issues are reduced through structured root cause analysis and collaboration

Documentation and troubleshooting processes continuously improve

Required qualifications:

Demonstrated troubleshooting and mechanical/maintainer experience

Ability to work independently while contributing effectively within a small, high-performing team

Strong written and verbal communication skills, particularly in customer-facing technical environments

Experience operating in dynamic, unpredictable, or austere environments

Customer-focused mindset with strong accountability and follow-through

Ability to acquire and maintain Shield AI Air Vehicle Operator Certification

Ability to pass background check and drug screening in accordance with company policy

Ability to pass medical and dental screenings as required by customers

Ability to obtain and maintain a Secret DoD security clearance as required by customers

Preferred qualifications:

Experience leading complex technical troubleshooting efforts

Avionics or electronics troubleshooting/repair experience

Internal combustion engine repair and performance knowledge

Experience supporting UAS operations in land or maritime environments

FAA Ratings (Part 107, Private Pilot, Commercial, Instrument, CFI)

A&P certification

#LI-JM1

#LC

Full-time regular employee offer package:

Pay within range listed + Bonus + Benefits + Equity

Temporary employee offer package:

Pay within range listed above + temporary benefits package (applicable after 60 days of employment)

Salary compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. All offers are contingent on a cleared background and possible reference check. Military fellows and part-time employees are not eligible for benefits. Please speak to your talent acquisition representative for more information.

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Shield AI is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.