Senior Staff Engineer, Customer Support

Responsibilities

• Serve as the first technical support point of contact for Hivemind software customers, partners, operators, maintainers, and internal field teams.
• Own support intake quality, including issue descriptions, mission impact, severity, customer environment, software version, configuration, asset context, logs, screenshots, telemetry, and reproduction steps.
• Triage Hivemind Enterprise software, API, licensing and provisioning, deployment, configuration, operator-workflow, and integration issues across fielded systems.
• Distinguish software issues from customer configuration, unsupported environment, partner or OEM integration, network, hardware-adjacent, training, and feature-request issues.
• Route issues to the appropriate owners across support operations, Field Deployment Engineering, Product Support Engineering, Sustainment Engineering, Licensing, Product, Program, and core engineering.
• Provide customer-safe updates explaining status, next steps, workarounds, expected evidence, and escalation paths.
• Help reproduce or validate issues in lab, simulation, software test, or representative environments.
• Analyze logs, telemetry, version state, configuration, release notes, and known issues to support triage and root-cause investigation.
• Convert recurring support cases into knowledge-base articles, troubleshooting guides, known-issue records, intake improvements, diagnostic checklists, and product feedback.
• Support release readiness, update troubleshooting, license and provisioning workflows, customer onboarding, and deployment-to-sustainment handoffs.
• Track support metrics and patterns related to customer pain points, failure modes, response quality, and supportability gaps.

Example Projects

• Build a Hivemind support intake form and minimum-evidence checklist.
• Create triage playbooks for Hivemind Enterprise/API, licensing and provisioning, software deployment, configuration, and operator-workflow issues.
• Turn recurring field questions into customer-facing knowledge-base articles and internal escalation runbooks.
• Convert deployment issues into complete support cases with logs, versions, impact, workarounds, owners, and closure criteria.
• Identify recurring supportability gaps in Hivemind software releases.
• Support customer updates and release rollouts by tracking incoming issues, workarounds, known issues, and customer-safe status.

Required Qualifications

• 7+ years of experience in technical customer support, fleet support, field support, software support, systems integration, applications engineering, technical operations, or a similar customer-facing technical role.
• Strong troubleshooting skills and the ability to turn ambiguous customer reports into structured, actionable support cases.
• Working knowledge of Linux systems, logs, configuration files, networking basics, software versions, and diagnostic workflows.
• Ability to read and reason about C++ code.
• Ability to understand software behavior across customer workflows, APIs, deployment state, configuration, and integration context.
• Strong written and verbal communication skills in customer-facing and cross-functional environments.
• Ability to manage ticket hygiene, severity, ownership, customer updates, evidence requests, escalation paths, and support boundaries.
• Ability to write concise support notes, troubleshooting guides, known-issue summaries, and customer-safe status updates.
• Comfort operating within export-control, security, sensitive-data, customer-site, safety, commercial, and support-boundary requirements.
• Ability to possess a Secret DoD security clearance as required by customers.

Preferred Qualifications

• Experience supporting autonomy software, robotics, unmanned systems, aviation, defense software, mission software, ground control software, SDKs, APIs, or edge-deployed systems.
• Experience supporting deployed software, fleet operations, operational readiness events, test campaigns, or customer-site deployments.
• Familiarity with Python, Bash, SQL, log parsing, telemetry review, or lightweight diagnostic scripting.
• Experience with Jira, Azure DevOps, ServiceNow, Salesforce, Zendesk, Confluence, or similar support and knowledge-management systems.
• Experience with licensing, provisioning, release management, configuration baselines, offline or air-gapped environments, or customer update workflows.
• Experience using GenAI tools for troubleshooting, support summarization, documentation, knowledge capture, or support workflow automation.
• Active or prior security clearance.