• Respond to level two issues that arise and escalations from the Network Operations Center or service desk • Concentrate on M365 Security as the main focal point • Proactively work with Senior members of the managed services practice to provide exceptional support for our managed client portfolio • Resolve, or escalate issues reported or identified in an M365 tenant • Conduct proactive performance assessments of clients' M365 environments, identifying opportunities for optimization and improvement. • Aid other team members in the resolution of cases within the scope of skillset • Assist with information gathering and reporting to either clients or Client Success Managers • Collaborate with senior engineers to escalate issues as needed • Develop, maintain and update technical knowledge base articles • Participate in an on-call rotation • After hours / weekend work may be required

• Build, prototype, test, and refine software and platform solutions for defense-relevant use cases • Contribute to internal R&D efforts from concept through demonstration and follow-on improvement • Develop, configure, integrate, and validate prototype capabilities across cloud-native or containerized environments • Support technical demos, R&D events, solution walkthroughs, and customer or mission-focused engagements • Translate user, customer, and stakeholder feedback into clear technical requirements and next-step recommendations • Work closely with engineers and technical leadership to evaluate tradeoffs, troubleshoot issues, and improve system behavior • Bridge operational needs and software implementation by helping teams understand what users need and what is technically feasible • Test APIs, services, workflows, integrations, and deployment patterns in modern software environments • Prepare demo materials, technical documentation, briefing content, and post-event feedback summaries • Communicate technical concepts clearly to engineering teams, program stakeholders, customers, and mission users • Represent Rackner’s R&D work with professionalism, curiosity, and technical credibility

• Lead end-to-end delivery of Cortex Onboarding & Implementation packages, from kickoff through handover, via structured enablement workshops and tailored customer engagements • Serve as the main technical point of contact during implementation to troubleshoot issues, investigate bugs, and raise product feedback • Act as a trusted, consultative advisor, helping customers make informed design and implementation decisions • Design, configure, and troubleshoot Cortex features and integrations across the engineering toolchain • Advise on and implement data modeling strategies within Cortex (entities, relationships, ownership); create and communicate architecture diagrams for Cortex setups and ingestion pipelines • Guide customers on data ingestion automation, ownership, reporting and orchestration approaches (e.g. GitHub Actions, Argo) • Create customer-facing learning guides, walkthroughs, and best-practice documentation • Plan and facilitate enablement workshops for different audiences (engineering, platform, product, leadership) • Contribute internal content on advanced technical use cases and implementation patterns

• Complete jurisdiction and classification assessments (JCA) for hardware, technical information, and software/firmware (products) for company exports and imports • Conduct comprehensive technical assessments related to the export or import controls to ensure compliance with government regulations in accordance with Raytheon policy and guidelines • Manage small projects and/or act as a Strategic Business Unit (SBU) point of contact (PoC) • Provide guidance and influence others on U.S Export Controls - including policies, procedures, and classifications • Work with minimal oversight from manager and assist with difficult and complex Export Classifications • Respond to JCA questions and information provided by USG agencies including Directorate of Defense Trade Controls (DDTC), Defense Technology Security Administration (DTSA), Bureau of Industry and Security (BIS) • Initiate and coordinate Technical Exchanges with Engineering/GT to solve complex topics and interpretations with the ITAR/EAR