Senior RF Support Engineer & Tech Lead

- Provide technical support to Kratos customers as part of our support team - Engage with customers daily through phone, email, and customer portals to address technical issues - Uphold a strong customer service mindset with global awareness - Communicate effectively in both written and verbal forms - Resolve escalated customer tickets from Tier-1 support - Accurately diagnose reported issues and gather necessary information - Maintain constant communication with customers throughout case resolution - Serve as an active member of the on-call technical support team for 24/7 Tier-2 assistance - Update and maintain customer system configuration records - Contribute to the Support Knowledge Base and troubleshooting guides - Develop and share detailed procedural documentation - Build and sustain effective relationships with internal and external stakeholders - Use independent judgment when supporting and advising customers - Ensure customers receive high-quality service for every reported concern - Offer in-depth RF technical support and troubleshooting for Kratos products - Collaborate closely with the Product Engineering and Delivery teams to resolve issues - Act as Technical Account Manager for key customer accounts, enhancing customer relationships - Foster loyalty and positive relations between Kratos and its clients - Lead software installations and upgrades for both new and existing customers - Provide mentorship to Tier-1 and junior team members on RF topics and product usage - Create technical documents and troubleshooting playbooks as necessary