Your role at DynatraceJob Description We are looking for motivated individuals who enjoy working with customers, think data analysis is fun, and want to grow in their understanding of web and mobile performance. This is not just a job; it is a starting point for a career at Dynatrace. As a Sr. Technical Customer Support Representative, you will work within our Insights Services team, supporting eight to ten named customers. You won’t be alone, but paired with a more senior Analyst, working together to provide outstanding customer service. Your journey will begin with a period of extensive product training, followed by job shadowing as you learn the role. Each day, you will ensure our products are working for our customers, helping them understand the performance data we collect about their sites and being their go-to person for trainings and configuration. Customer interaction can be over email, Slack, or video conferences. If you have always wanted to work in technology, Dynatrace could be the right company for you. Responsibilities include: - Work closely with an internal Analyst to provide support and training for the Digital Experience and Business Analytics product lines for your clients - Assist in the configuration and implementation of best practices and maintain a customer’s Dynatrace environment based on communicated customer business goals - Responsible for an in-depth, technical understanding of the Dynatrace Digital Experience product (Real User Data, Session Replay, and Synthetic data), as well as Dynatrace Query Language - Create and manage Synthetic web and mobile measurement scripts - Analyze day-to-day performance and availability data while providing clear, in-depth, and concise root cause analysis for both customers and internal Analysts - Proactively identify issues, escalating to appropriate team members as needed, and communicating progress What will help you succeedMinimum Requirements: - Bachelor Degree in a technology-related field - Minimum of 2 years of experience in technology-related field - Must be able to communicate effectively verbally and in writing Preferred Requirements: - Experience in data-driven analysis - excellent at working with, understanding, and analysing data - Familiarity with JavaScript and querying languages like SQL, Splunk Search Processing Language, or Dynatrace Query Language - Operates with a customer-first focus - Proven ability to work under pressure; ability to handle multiple conflicting priorities - Recognizes and understands both personal and team dynamics and relationships, is empathetic to stakeholder concerns, and effectively influences and persuades - Strong verbal and written communication skills - Has a passion to learn new technology and deliver successful customer and partner outcomes for stakeholders at all levels - Knowledge of industry performance metrics and recommended thresholds Expectation: All Insights team members are expected to travel at least 1 time per year for annual team meetings Why you will love being a Dynatracer - Dynatrace is a leader in unified observability and security. - We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance. - Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances. - The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences. - Over 50% of the Fortune 100 companies are current customers of Dynatrace. Compensation and Rewards

Role Description This role leads the EMEA Field Technician team supporting our client’s locations across multiple countries. The Field Tech Senior Manager ensures high-quality onsite IT support, oversees partner-sourced technicians, and drives operational excellence during and after the service transition. - Lead and manage a geographically distributed team of EMEA Field Technicians remotely. - Oversee daily field operations across multiple countries, ensuring consistent delivery of onsite IT support for client’s offices and campus locations. - Provide performance management, coaching, and guidance to partner-sourced technicians, ensuring adherence to processes and service expectations. - Collaborate with partner organizations to address technician performance, escalations, and operational updates. - Ensure timely resolution of hardware and software issues related to laptops, monitors, peripherals, mobile devices, and related IT equipment. - Coordinate with server, network, and infrastructure teams when issues require specialized support or escalation. - Monitor service delivery metrics, identify gaps, and implement improvements aligned with project and operational objectives. - Support the leadership team in driving business process enhancements during the service transition and steady-state operations. - Participate in cross-regional meetings and collaborate with global teams to align on best practices and service standards. - Ensure compliance with organizational policies, customer requirements, and partner obligations across all supported locations. Qualifications - Minimum of 8 years of combined IT technical support experience, including direct hands-on desktop support responsibilities. - Minimum of 1–3 years of managerial or leadership experience overseeing technical teams. - Experience coordinating or managing field technicians across multiple geographic regions. - Demonstrated ability to meet performance objectives, manage team output, and support operational KPIs. - Excellent verbal and written communication skills in a distributed, multinational environment. - Romania-based (preferably Bucharest) – remote (and available for occasional business trips, if required). - Bachelor’s degree required; Master’s degree preferred. Requirements - Experience with imaging and device management tools such as Microsoft Endpoint Configuration Manager or Intune. - Strong customer service orientation with the ability to build relationships across cultures and organizational levels. - Proven ability to manage partner/vendor relationships and navigate performance discussions. - Positive, solution-oriented mindset with strong problem-solving abilities and technical aptitude.

Responsibilities Peraton is seeking Technical Support Representatives to support the Department of Defense’s Travel Assistance Center which supports Department of Department Temporary Duty (TDY) Travel through the Defense Travel System. The responsibilities of the successful candidates may include, but are not limited to, the following duties: - Provide technical answers and advice or instruction for Defense Travel Administrators, Centrally Billed Account Specialists, Travel Management Companies, Defense Financial Partners, Debt Management Monitors, Compliance Tool Administrators, Transportation Officers and others with a management or system administrative support role for the DTS. - Submit required DTS Permission Level actions per government defined processes. - Provides Tier I and II technical software, hardware, and network problem resolution for customers by performing problem diagnosis and guiding users through step-by-step solutions. - Provides expertise to solve first and second tier technical support issues for end-users of the Defense Travel System, including associated products and services such as Trax. - Participate in pre-release verification testing of scheduled releases - Interact with Travel Management Companies to support problem resolution - Uses automated information systems to analyze routine situations. - Reviews incoming requests, both computer generated and verbal, sorts, codes and may prioritize for proper action. - Resolves problems or contacts more senior technical support as necessary (escalation). - Generates reports and metrics/information for reports. - Maintains accurate records of request details and resolutions. - Supports users by fulfilling individual requests for information and/or training in the utilization of the Defense Travel System. - Conducts technical research as needed to resolve questions. - May perform basic PC, PBX, and network software programming. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem. - May perform basic testing of the Defense Travel System to support user familiarization with new system features. - May support general inquiries or those related to reservations, financial matters, or technical matters. Qualifications Basic Qualifications: - 2-3 years’ experience with High School diploma; 0-1 years experience with BS - High School level reading, writing, and analytical skills - Excellent communication skills - Must be a U.S Citizen - Ability to obtain Public Trust Clearance - Experience with problem solving - Experience with customer solutions Preferred Qualifications - Experience on the Travel Assistance Center program - Experience with government travel systems (1+ years) - Experience with the Defense Travel System - Experience with RightNow - Travel industry customer and technical experience - Experience with Government financial systems - Experience with Global Distribution Systems (GDSs) Peraton Overview Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure. Target Salary Range $39,000 - $62,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. EEO EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

Responsibilities Peraton is seeking Technical Support Representatives to support the Department of Defense’s Travel Assistance Center which supports Department of Department Temporary Duty (TDY) Travel through the Defense Travel System. The responsibilities of the successful candidates may include, but are not limited to, the following duties: - Provide technical answers and advice or instruction for Defense Travel Administrators, Centrally Billed Account Specialists, Travel Management Companies, Defense Financial Partners, Debt Management Monitors, Compliance Tool Administrators, Transportation Officers and others with a management or system administrative support role for the DTS. - Submit required DTS Permission Level actions per government defined processes. - Provides Tier I and II technical software, hardware, and network problem resolution for customers by performing problem diagnosis and guiding users through step-by-step solutions. - Provides expertise to solve first and second tier technical support issues for end-users of the Defense Travel System, including associated products and services such as Trax. - Participate in pre-release verification testing of scheduled releases - Interact with Travel Management Companies to support problem resolution - Uses automated information systems to analyze routine situations. - Reviews incoming requests, both computer generated and verbal, sorts, codes and may prioritize for proper action. - Resolves problems or contacts more senior technical support as necessary (escalation). - Generates reports and metrics/information for reports. - Maintains accurate records of request details and resolutions. - Supports users by fulfilling individual requests for information and/or training in the utilization of the Defense Travel System. - Conducts technical research as needed to resolve questions. - May perform basic PC, PBX, and network software programming. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem. - May perform basic testing of the Defense Travel System to support user familiarization with new system features. - May support general inquiries or those related to reservations, financial matters, or technical matters. Qualifications Basic Qualifications: - 0-1 years’ experience with High School diploma - High School level reading, writing, and analytical skills - Excellent communication skills - Must be a U.S Citizen - Ability to obtain Public Trust Clearance - Experience with problem solving - Experience with customer solutions Preferred Qualifications - Experience on the Travel Assistance Center program - Experience with government travel systems (1+ years) - Experience with the Defense Travel System - Experience with RightNow - Travel industry customer and technical experience - Experience with Government financial systems - Experience with Global Distribution Systems (GDSs) Peraton Overview Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure. Target Salary Range $39,000 - $62,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. EEO EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.