• Thrive to build positive relationships with customers and provide first-rate customer satisfaction by meeting or exceeding case handling and issue resolution goals. • Take charge of advanced cases from various sources and lead investigations into the underlying causes. • Demonstrate the ability to create and handle performance metrics to support outstanding customer satisfaction and efficiency of resources. • Ensure support procedures are implemented and followed by leads and their teams. • Be a steadfast internal advocate for our customers, representing their needs in discussions about product direction. • Make a number of judgment calls and decisions pertaining to customer interactions, case handling, partner concerns, and more throughout the course of the day. • Maintain an open-door policy for team members, developing outstanding relationships with SREs, team leads, and management. • Collaborate with colleagues to develop and implement plans that achieve technical excellence.

• Provide Tier I/II technical support for Watchtower customers and end users. • Troubleshoot hardware, software, network, and mobile device issues across multiple environments. • Support Android, iOS, Windows, and Linux operating systems. • Collaborate with Air Force base personnel and government stakeholders to understand site-specific operational requirements. • Conduct hands-on training sessions for Airmen, operators, administrators, and customer personnel.

• Provide Tier I/II technical support for Watchtower customers and end users • Troubleshoot hardware, software, network, and mobile device issues across multiple environments • Support Android, iOS, Windows, and Linux operating systems • Diagnose and resolve Mobile Device Management (MDM) enrollment, configuration, compliance, and connectivity issues

• Provide Tier I/II technical support for Watchtower customers and end users • Troubleshoot hardware, software, network, and mobile device issues across multiple environments • Support Android, iOS, Windows, and Linux operating systems • Diagnose and resolve Mobile Device Management (MDM) enrollment, configuration, compliance, and connectivity issues • Analyze system logs and identify root causes of technical problems • Escalate complex issues to engineering teams while maintaining customer ownership and communication • Monitor support ticket queues and ensure timely resolution of customer issues • Collaborate with Air Force base personnel and government stakeholders to understand site-specific operational requirements • Configure, customize, and validate DMSAT systems to meet mission objectives and customer requirements • Coordinate and oversee on-site installation and deployment of DMSAT equipment and associated infrastructure • Conduct operational testing and validation to ensure system readiness • Support sustainment activities and lifecycle management of deployed systems • Provide on-site technical support during deployment, operational exercises, and training events • Conduct hands-on training sessions for Airmen, operators, administrators, and customer personnel • Develop and maintain training materials, user guides, quick-reference guides, and Standard Operating Procedures (SOPs) • Provide customer onboarding and operational best practices guidance • Demonstrate system functionality and capabilities to users and stakeholders • Deliver both remote and in-person technical instruction • Assist with deployment, configuration, and maintenance of: Mobile Device Management (MDM) platforms, Windows and Linux servers, Virtualized environments, VPN solutions, Active Directory and LDAP services, Cloud-based services and infrastructure • Support software updates, patch management, and system hardening efforts • Assist in applying and validating DISA STIG compliance requirements • Support network connectivity, encryption, certificate management, and secure communications • Prepare and maintain deployment documentation, installation reports, training records, and operational checklists • Document troubleshooting procedures, lessons learned, and technical solutions • Capture bug reports and support root cause analysis efforts • Maintain accurate customer support records and deployment status reports • Support tactical communications and mobility solutions for DoD customers • Participate in customer site visits, field installations, and operational exercises • Ensure compliance with contractual, safety, security, and operational requirements • Coordinate with internal engineering teams, government stakeholders, and customer representatives to ensure mission success • Participate in after-hours support activities as required