Senior Staff Customer Sustainment Engineer (R5502)
Core
Own Tier 1 customer support and incident coordination for Hivemind autonomy software, gathering evidence to resolve mission interruptions and translate operational context into technical problems.
Role type
Senior Staff Customer Sustainment Engineer (Tier 1/2)
Builds
Hivemind autonomy software, V-BAT and X-BAT aircraft support
Domain
Defense technology / Autonomous systems
Deliverable
client delivery
Required skills
Systems troubleshooting, incident coordination, log and telemetry analysis, network diagnostics, software configuration management, API and licensing support, root cause analysis, technical escalation
Preferred skills
Lab and simulation environment testing, DoD sustainment language familiarity
Technologies
Hivemind software, APIs, V-BAT/X-BAT aircraft systems
Responsibilities
Own Tier 1 customer support and incident coordination from initial report through confirmed resolution; Gather information including mission impact, software version, configuration, deployment state, logs, telemetry, screenshots, network context, and reproduction steps; Troubleshoot Hivemind software, APIs, licensing and provisioning, deployments, configurations, networks, operator workflows, and partner or OEM integrations; Separate product defects from configuration problems, environmental differences, integration issues, training needs, and feature requests; Resolve common technical problems, handle appropriate Tier 2 investigations, and reproduce more complex failures in lab, simulation, or representative test environments; Recognize issues that require Tier 3 or depot-level product repair and give engineering teams concise escalation packages that explain the impact, evidence, likely causes, work already attempted, and expected result.