Fleet Support Specialist (R5016)

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.  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. ### 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.  country: US all locations: [Dallas, Texas] commitment: Full Time Employee department: Aircraft Operations Division location: Dallas, Texas team: Customer Operations 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 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