{"id":140180,"url":"https://alion.io/job/valsoft-corporation-technical-customer-support-engineer","title":"Technical Customer Support Engineer","company":{"id":8417,"name":"Valsoft Corporation","domain":"valsoftcorp.com","url":"https://alion.io/company/valsoft-corporation","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":80,"open_postings":36,"ghost_share":0,"stale_share":0.806,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"contractor","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Colombo, Sri Lanka"],"countries":["LK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":".NET","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Azure DevOps","optional":false},{"name":"CI/CD","optional":false},{"name":"DNS","optional":false},{"name":"ETL/ELT","optional":false},{"name":"GitHub Actions","optional":false},{"name":"gRPC","optional":false},{"name":"IAM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OPC UA","optional":false},{"name":"PostgreSQL","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"Tcpdump","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Wireshark","optional":false},{"name":"C#","optional":true},{"name":"Docker","optional":true},{"name":"Grafana","optional":true},{"name":"Incident Management","optional":true},{"name":"ITIL","optional":true},{"name":"Kubernetes","optional":true},{"name":"OpenSearch","optional":true},{"name":"Power BI","optional":true},{"name":"Prometheus","optional":true}],"status":"live","first_seen_at":"2025-08-20T00:00:00Z","employer_posted_date":"2025-08-20","last_verified_at":"2026-10-17T12:57:50Z","board_verified":true,"closed_at":null,"days_open":423,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":423},"description":"The Role\nWe’re hiring an Experienced Technical Customer Support Engineer with a strong software background who loves solving complex problems for enterprise customers. You’ll be the technical front line for Idhammar’s products-triaging, troubleshooting, and resolving issues across application, database, integrations, networking, and cloud infrastructure layers.\nWhat you’ll do\nOwn customer cases from intake to resolution using Jira Service Management (or similar) to meet and exceed SLAs. \nTroubleshoot application, integration, and network-related issues across web, mobile, and API services; reproduce defects, isolate root causes, and deliver fixes or high-quality escalations. \nPerform advanced database investigations using SQL Server/PostgreSQL: analyse slow queries, locks, deadlocks, index usage, and craft optimised SQL to remediate performance problems. \nSupport and maintain multi-cloud environments (Azure, AWS, IONOS Cloud): \nReview logs/metrics, scale resources, and manage compute, storage, and networking. \nHandle identity and access (IAM/Entra ID roles & policies), certificates, and secrets. \nCoordinate patching and maintenance windows. \nDiagnose and resolve networking and connectivity issues across TCP/IP, DNS, VPN, TLS/SSL, HTTP/HTTPS, firewalls/security groups. \nDiagnose connectivity and data integration problems (ERP/SCADA/IoT, OPC UA, REST/gRPC, file-based ETL) with vendors and customer IT teams. \nConduct proactive health checks, patching, and minor hotfix deployments; contribute to playbooks and runbooks. \nCommunicate clearly with both technical and non-technical stakeholders; provide incident updates and post-incident reports. \nCreate and improve knowledge base articles, customer guides, and internal troubleshooting recipes. \nCollaborate with Product and Engineering on bug triage, feature feedback, and reliability improvements. \nTypical issues you’ll handle\nQuery timeouts and blocking chains; designing/adjusting indexes and query plans. \nData ingestion failures (CSV/ETL/API), schema changes, and referential integrity issues. \nAPI authentication/authorisation problems (OAuth2/OIDC), certificate or token expiry. \nApplication performance regressions after upgrades; log analysis and rollback/mitigation. \nNetwork troubleshooting: packet loss, TLS handshake errors, DNS resolution failures, HTTPS/API connectivity problems, VPN/firewall misconfigurations. \nCloud environment alarms (CPU/IO, storage thresholds, scaling, networking) and unexpected cost spikes. \nRequirements\nMinimum qualifications\nDegree in Computer Science, Software Engineering, Information Systems, or related field (or equivalent experience). \nAdvanced SQL expertise (5+ years), including: \nComplex joins, window functions, stored procedures, views. \nPerformance tuning (indexes, execution plans, statistics, partitioning). \nBackup/restore basics, data migration, and scripting for maintenance. \nStrong experience supporting .NET/Windows server applications and web APIs. \nProficiency in network troubleshooting: \nTCP/IP fundamentals, routing, and DNS. \nHTTP/HTTPS, TLS/SSL, and certificate handling. \nVPNs, firewalls/security groups, load balancers. \nPacket capture and analysis (Wireshark, tcpdump, or equivalent). \nHands-on experience with at least one major cloud (Azure, AWS, IONOS Cloud), and familiarity with others: \nCompute, storage, identity & access, monitoring/logging, secrets management. \nNetworking basics (VNet/VPC, firewalls/security groups, DNS, TLS). \nScripting/automation with PowerShell and/or Python. \nFamiliarity with CI/CD (Azure DevOps, GitHub Actions, or similar). \nExcellent customer communication, incident handling, and documentation skills. \nNice to have\nExperience with CMMS/EAM/OEE or manufacturing/industrial data; exposure to OPC UA, SCADA/PLC integrations. \nKnowledge of Power BI (DAX, dataset refresh issues, gateway configuration). \nExperience with PostgreSQL (including extensions like pg_stat_statements or pg_partman) and/or SQL Server performance tools. \nFamiliarity with ITIL, major incident management, and stakeholder comms. \nExposure to observability stacks (Azure Monitor, ELK/OpenSearch, Grafana, Prometheus). \nBasic container knowledge (Docker) and Kubernetes fundamentals. \nPLEASE INCLUDE YOUR DESIRED SALARY IN LKR PER MONTH\nBenefits\n Work From Home\n Training & Development\n Performance Bonus","description_format":"text","description_chars":4357,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Sri Lanka","iso":"LK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Investment Holding Companies"],"lifecycle":[{"event":"open","at":"2025-08-20T00:00:00Z"}],"visa":[],"liveness":{"score":2,"band":"cold","label":"Long shot","p_open":1,"p_active":0.066,"p_room":0.28,"age_days":423,"expected_fill_days":45,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/valsoft-corporation-technical-customer-support-engineer","json_url":"https://alion.io/job/valsoft-corporation-technical-customer-support-engineer.json","meta":{"generated_at":"2026-10-17T15:27:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20939,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8417},"rest":"https://alion.io/mcp/rest/get_company?id=8417"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvalsoft-corporation-technical-customer-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvalsoft-corporation-technical-customer-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvalsoft-corporation-technical-customer-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/valsoft-corporation-technical-customer-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvalsoft-corporation-technical-customer-support-engineer"}]}