Provides frontline technical support for Shield AI aircraft fleets, troubleshooting aircraft, ground equipment, and system-level issues remotely and in the field. Supports customers, operators, and Field Service Representatives; assesses risk, restores readiness, documents issues, and coordinates with Engineering, Product, Manufacturing, and Field Service. Performs component testing, supports UAS operations, maintains operator certification, and contributes to reliability improvements. Requires work in dynamic environments and obtaining a Secret DoD clearance.
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 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.
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
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)
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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.
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