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

Fleet Support Specialist (R5030)

Hiring Manager

Job Description

What you'll do:

What success looks like:

About Shield AI

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