Fleet Support Specialist (R5016)

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

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