Senior Staff Customer Sustainment Engineer (R5502)

Job description

Job responsibilities

• Own Tier 1 customer support and incident coordination from initial report through confirmed resolution.
• Gather the information needed to understand an issue, 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.
• Provide customers with clear updates, practical next steps, and technically sound workarounds while investigations are in progress.
• Support software releases, upgrades, onboarding, licensing and provisioning workflows, and the transition from deployment into ongoing sustainment.

Job requirements

• Bachelor's degree in Engineering , Computer Science, or a related technical field, or equivalent practical, military, field-engineering, or technical experience.
• 7+ years of hands-on experience supporting fielded, software-enabled systems in customer, operational, test, deployment, or sustainment environments.
• Experience with cyber-physical, edge, mission, robotics, autonomy, aviation, defense, industrial-control, or similarly complex deployed systems.
• Strong troubleshooting skills across software, Linux, configuration, networking, logs, telemetry, software versions, and hardware-adjacent interfaces.
• A record of owning technical issues from an incomplete initial report through diagnosis and resolution.
• Ability to read and reason about modern C++ and use existing Python, Bash, or similar scripts during troubleshooting and log analysis.
• Clear written and verbal communication with customers, operators, and engineering teams, including during time-sensitive situations.
• Ability to write useful incident records, troubleshooting guidance, engineering escalations, and customer-facing updates.