Senior Support Engineer

Peraton is seeking a Senior Support Engineer to join our First Responder Solutions team. In this role, you will support mission-critical systems that directly impact public safety by ensuring software reliability, smooth deployments, and ongoing maintenance. You’ll collaborate closely with engineering teams to troubleshoot, deploy, and optimize enterprise software systems.

This position is remote.

Day to Day Roles and Job Responsibilities:

• Provide advanced technical support for software, hardware, and infrastructure issues in production environments.

• Deploy, configure, and maintain enterprise software applications.

• Monitor system health and performance, identifying opportunities for improvement.

• Troubleshoot complex issues across applications, servers, networks, and databases.

• Manage application updates, patches, and version rollouts.

• Escalate unresolved or high-impact issues to development and engineering teams.

• Maintain detailed documentation, including SOPs, deployment guides, and troubleshooting steps.

• Utilize monitoring and logging tools (e.g., Zabbix) to maintain system availability.

• Support customers by responding to critical outages outside of business hours when required.

• Partner with product and infrastructure teams to improve reliability, address bugs, and enhance performance.

Basic Qualifications:

• Bachelors degree and 8 years of experience or Masters degree and 6 years of experience or a High School diploma and 12 years of experience.

• Must be a U.S. Citizen or Green Card Holder with work authorization

• 5+ years of experience in technical support, system administration, or support engineering

• Hands-on experience with software deployment, application setup, and maintenance in production environments

• Strong troubleshooting skills across applications, servers, networks, and databases (e.g., Oracle, SQL Server)

• Solid understanding of Windows and/or Linux systems, including scripting and automation

• Familiarity with clustering, data replication, and failover procedures for enterprise applications and databases

• Experience with containerization (e.g., Docker, Kubernetes) and CI/CD pipelines

• Skilled in using ticketing systems (e.g., ServiceNow, Jira, Zendesk) and managing SLAs

• Proficiency with monitoring and log analysis tools (e.g., Zabbix, Splunk, Datadog, Prometheus)

• Excellent written and verbal communication skills with both technical and non-technical audiences

• Ability to create and maintain clear technical documentation

• Flexibility to provide after-hours support for 24/7 operations

• Willingness to travel to customer sites for major events such as go-lives and cutovers

Preferred Qualifications:

• Prior work with government contracts or mission-driven agencies (local, state, or federal)

• Direct experience supporting public safety software systems such as Computer-Aided Dispatch (CAD), Records Management Systems (RMS), or 911/NG911 solutions

• Hands-on professional experience in public safety operations (e.g., dispatcher, call taker, first responder, or emergency operations center support)

• Familiarity with public safety communications standards (e.g., APCO, NENA) and mission-critical systems integration

• Knowledge of enterprise application architectures in public safety or government environments