Fleet Support Specialist (R5030)

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. 

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 

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 

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 

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