Senior Technical Support Engineer

Key Responsibilities

• Serve as a primary point of contact for customer technical inquiries, ensuring timely and accurate technical support
• Conduct Traffic Advisory (TA) and Resolution Advisory (RA) investigations, including near-miss and anomaly cases
• Assist in troubleshooting and diagnosing issues related to supported products
• Use Salesforce to track and manage customer interactions and support cases
• Support continuous improvement initiatives for technical support processes and tools
• Lead product reliability reviews and help identify trends in failure modes
• Collaborate with engineering teams to assist in root cause analysis and corrective actions
• Contribute to the development of service bulletins and technical publications
• Assist in creating and delivering training materials for customers on product installation, maintenance, and repair
• Provide input for proposals, quotations, and product support agreements as needed
• Travel domestically and internationally to customer sites and Acron facilities to provide on-site support and product training
• Communicate clearly and effectively at all levels within customer organizations, as well as with peers and leadership
• Deliver impactful presentations that communicate technical concepts, recommendations, and solutions
• Serve as a subject matter expert and mentor junior engineers

Required Qualifications

• Bachelor’s degree in Engineering, Aviation, or a related field, or equivalent technical experience
• 15+ years of experience in technical support, avionics, or a related field preferred
• Expertise in digital and solid-state electronics, with specialized knowledge of avionics technologies and a solid understanding of RF systems
• Strong business acumen, including an understanding of customer satisfaction, profitability, market positioning, and competitive dynamics
• Demonstrated sound judgment and decision-making skills with the ability to adapt to changing conditions and communicate decisions effectively
• Excellent verbal and written communication skills with experience presenting to technical and non-technical audiences
• Highly self-motivated and proactive, with demonstrated professionalism, integrity, and customer focus
• Proficiency with Microsoft Office applications
• Proficiency with Salesforce

Preferred Additional Skills

• Experience supporting communication and surveillance avionics systems
• Experience with TCAS, TAWS, ADS-B, Mode S Transponders, Lynx, or related avionics products
• Experience performing MTBF, MTBUR, and reliability analysis
• Familiarity with airline operations, MRO environments, and aviation maintenance practices
• Experience supporting root cause and corrective action investigations
• Experience developing customer-facing technical publications and training materials
• Prior leadership or mentoring experience within a technical support organization