About the role
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. \n
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