Summary
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:
- 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
- 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
- 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
- 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
Fleet Technical Support
Field & Customer Operations
Engineering & Cross-Functional Collaboration
Technical Validation & Readiness
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
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