• Serve as the first point of contact when bugs or technical issues are reported • Gather repro steps, logs, screenshots, and context needed to create high-quality bug tickets • Assign severity (Sev 1–4) using defined guidelines • Resolve straightforward issues independently when possible • Identify the appropriate engineer for escalation when needed and coordinate resolution • Verify fixes in staging or production and confirm issues are fully resolved • Communicate status and timelines clearly to PSMs, engineers, and other stakeholders • Act as a go-to internal resource for questions about how Moxie Suite works • Answer questions in Slack and other internal channels with accurate, timely guidance • Test behavior in staging environments to validate answers • Build and maintain internal FAQs and SOPs in Notion • Create Looms or written guides to reduce repeated questions and interruptions • Use Django Admin to support internal teams and safely resolve data issues following documented procedures • Run basic SQL queries and use Metabase to investigate issues • Review logs and metrics in Datadog to understand system behavior • Document all manual interventions and follow established guardrails for production changes • Identify recurring bug patterns or support issues • Share insights with Engineering and Product to help improve system quality • Contribute feedback that helps reduce future support load

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: - 1 year 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.

• Efficiently respond to and resolve support tickets related to application functionality and performance. • Modify and maintain ETL pipelines and data processing scripts to ensure optimal operation. • Adjust configurations within feature flag management software to tailor client experiences. • Execute REST API requests to troubleshoot, resolve issues, and implement customer solutions. • Collaborate closely with the Senior Engineer and cross-functional teams to deliver high-quality support and effective problem resolution. • Document solutions, and best practices, and contribute to the enhancement of the knowledge base.

• Provide frontline support for both hardware and software issues via telephone or remote assistance in a timely manner • Root cause analysis for end user problems • Escalating technical support issues internally and externally with manufacturers (Microsoft, Dell) • Working remotely with OEM support teams to coordinate and complete repairs • Monitoring client IT systems Up/Down alerts • Respond within SLA to 'outage' events • Perform Windows OS patching and security updates as assigned • Create Technical Documentation and Knowledge Base articles for common troubleshooting and resolutions • Perform routine testing of systems with documentation • Conduct regular audits for system access and monitoring applications • Attend and contribute to weekly internal meetings • Set quarterly ROCKs and meet deadlines for tasks provided • Assist with monitoring security alerts and escalate as needed