Customer Sustainment Engineer -open level

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.

Turn recurring issues into troubleshooting guides, known-issue records, diagnostic tools, training material, and product feedback.

Use incident patterns to identify improvements to product reliability, diagnostics, documentation, and release readiness.

Investigate a mission failure after a software update by comparing logs, configurations, versions, network behavior, telemetry, and release notes.

Reproduce an autonomy, API, or integration issue and provide engineering with the evidence needed to correct it.

Restore an offline customer environment affected by licensing, provisioning, time synchronization, or version compatibility.

Coordinate the technical response to a high-impact customer issue and validate the workaround or fix before closure.

Build a diagnostic playbook for recurring deployment, configuration, networking, or operator-workflow problems.

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 te