{"id":2002495,"url":"https://alion.io/job/valsoft-corporation-technical-support-ii-bt","title":"Technical Support II - B&T","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":39,"ghost_share":0,"stale_share":0.795,"repost_share":0.026,"time_to_fill_p50_days":44,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Beirut, Lebanon"],"countries":["LB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":71000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ASP.NET Core","optional":false},{"name":"Azure","optional":false},{"name":"Git","optional":false},{"name":"Incident Management","optional":false},{"name":"JavaScript","optional":false},{"name":"JQuery","optional":false},{"name":"MVC","optional":false},{"name":"Postman","optional":false},{"name":"PowerShell","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"C#","optional":true}],"status":"live","first_seen_at":"2026-10-07T12:03:55Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-27T02:44:28Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Aspire Software is looking for an Technical Support II to join our team in Lebanon.\nHere is a little window into our company: Aspire Software operates and manages wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.\nAbout the Role\nThe Technical Support (Tier 2) is the person who figures out what is actually happening inside our applications when standard support processes are no longer enough. You take ownership of technical issues Tier 1 cannot resolve, investigate them through logs, data, configuration, and HTTP traffic, and determine whether the cause is a software defect, configuration problem, data issue, infrastructure fault, integration failure, or end-user issue.\nYou sit between Tier 1 Support and our Engineering, QA, DevOps, Technical Operations, and Product teams. Tier 1 brings you the problem; you bring Engineering a diagnosis: reproducible steps, evidence, a likely root cause, and a clear statement of customer impact. You are also an early warning system, recognizing when one ticket is the first sign of an incident affecting many customers, and raising it before it spreads.\nWhat \"good\" looks like in this role: issues diagnosed to a likely cause with evidence attached; escalations Engineering can act on without re-investigating; incidents spotted early and their impact stated plainly; recurring problems turned into fixes, knowledge articles, or monitoring rather than repeat tickets.\nKey Accountabilities & Responsibilities\nTechnical Investigation & Diagnosis\nTake ownership of issues escalated from Tier 1, gathering the right information from Tier 1, internal stakeholders, and clients to investigate efficiently.\nInvestigate application behaviour using server and application logs, SQL queries, browser developer tools, HTTP traffic, and configuration review.\nReproduce reported problems in test or staging environments, isolating the conditions (role, browser, data, configuration, timing) that trigger them.\nDetermine the likely cause (software defect, configuration, content/data, infrastructure, integration, or end-user) and document the evidence that supports it.\nTroubleshoot integrations, APIs, data imports/exports, and scheduled jobs that connect our platform to client and third-party systems.\nIdentify and implement workarounds or temporary fixes that reduce the impact and severity of an issue for affected customers until the underlying cause can be resolved and clearly communicate the work and any limitations.\nMaintain SLA commitments by managing the Tier 2 queue by priority and severity while quickly resolving known issues and routine requests as quick wins to keep the backlog moving.\nIncident Management\nPrioritize incidents and service requests by severity, customer impact, and SLA; keep clients and stakeholders informed through resolution.\nRecognize patterns that suggest a broader incident (e.g., the same error across several clients) and raise them promptly through the major-incident process.\nAssess and communicate customer impact: who is affected, how severely, since when, and whether a workaround exists.\nEscalate to Engineering, DevOps, or Technical Operations with reproduction steps, evidence, and impact, and stay engaged until the issue is resolved.\nVerify fixes and workarounds before closing, record investigation steps and outcomes in the tracking system, and contribute to post-incident reviews. Occasional after-hours work is required during significant incidents.\nCross-Functional Collaboration\nAct as the technical escalation point and mentor for Tier 1, coaching troubleshooting techniques and better information gathering.\nWork with Software Engineering and QA to clarify defects, validate fixes, and share production context that improves test coverage.\nPartner with DevOps and Technical Operations on infrastructure, deployment, and environmentrelated issues.\nProvide technical expertise to Product Management, Project Management, and implementation teams on configuration, client implementations, integrations, and required changes.\nContinuous Improvement\nAnalyze support trends to identify recurring issues and their underlying causes and contribute to problem management.\nCreate and maintain knowledge-base articles, runbooks, and troubleshooting guides for Tier 1 and Tier 2.\nRecommend changes that reduce support volume: product improvements, configuration defaults, documentation, monitoring and alerting, and automation of repetitive diagnostics.\nStay current with product releases, architecture changes, and operational procedures, and follow established security, change-management, and support processes.\nRecommend changes that reduce support volume: product improvements, configuration defaults, documentation, monitoring and alerting, and automation of repetitive diagnostics.\nStay current with product releases, architecture changes, and operational procedures, and follow established security, change-management, and support processes.\nTechnical Responsibilities\nThis role is expected to move past scripted support workflows and into the internals of the application. \nThe analyst reads code, writes queries and scripts, and works directly with logs and infrastructure, but does not own production code changes; those belong to Engineering.\nLogs: Read and correlate application, IIS, and Azure logs to trace a request or background job across components and pinpoint the warning, exception, or failure.\nDatabases: Write read-only SQL queries to validate data, trace records through workflows, review stored procedure logic, and confirm report output. Data corrections follow change management.\nHTTP and browser diagnostics: Use browser developer tools to inspect requests and responses, \nstatus codes, headers, cookies, payloads, console errors, and timing; reproduce issues across browsers and mobile devices.\nWeb applications: Understand the ASP.NET Web Forms and MVC request lifecycle, session and authentication handling well enough to localize a fault to the client, server, or data layer.\nConfiguration: Review application settings, client/tenant configuration, feature flags, and roles and permissions to identify misconfiguration.\nDependencies: Understand how the application relies on its database, storage, email, authentication providers, and third-party services, and check each when something fails.\nAPIs and integrations: Call REST APIs with Postman or similar tools, inspect JSON and XML payloads, and interpret authentication and authorization errors.\nSource code: Navigate the code base in Git (history, recent commits, diffs) to understand behaviour or connect a new issue to a recent release.\nCloud hosting: Navigate Azure resources supporting the platform, read health and metrics, and query Application Insights or Azure Monitor where access is granted.\nScripting and tools: Use PowerShell and other diagnostic tools to search logs, run repeatable checks, and automate routine investigation steps.\nRequirements\nBachelor’s degree or diploma in Computer Science, Software Engineering, Information \nTechnology, or a related field. Equivalent combination of education and relevant experience will be considered.\n2+ years of application development and/or technical support experience on web-based or SaaS products.\nProficiency reading server and application logs to diagnose warnings, errors, failures, and unexpected behaviour.\nWorking SQL skills with relational databases: joins, filtering, aggregation, and reading stored \nprocedures to validate data and report output. Solid grasp of HTTP/HTTPS (methods, status codes, headers, cookies) and hands-on use of browser developer tools.\nExperience troubleshooting web applications built with HTML, CSS, and JavaScript/jQuery, including cross-browser and responsive behaviour.\nWorking knowledge of REST APIs and JSON/XML payloads.\nUnderstanding of authentication and authorization concepts (sessions, cookies, roles, permissions, tokens).\nUnderstanding of cloud-hosted applications and their common components (Azure preferred).\nStrong working knowledge of Windows environments.\nBasic scripting for diagnostics or automation (PowerShell preferred) and basic Git use to view history and code.\nExperience working incidents and service requests in a ticketing or tracking system against priorities and SLAs, and following change-management processes.\nStrong analytical and problem-solving skills; clear written and verbal communication with both technical and non-technical audiences.\nAbility to manage multiple incidents and priorities at once, and availability for occasional afterhours work during significant incidents","description_format":"text","description_chars":8856,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Investment Holding Companies"],"lifecycle":[{"event":"open","at":"2026-10-07T12:03:55Z"}],"visa":[],"liveness":{"score":56,"band":"ok","label":"Likely open","p_open":1,"p_active":0.623,"p_room":0.9,"age_days":18,"expected_fill_days":44,"reasons":["conf:2","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/valsoft-corporation-technical-support-ii-bt","json_url":"https://alion.io/job/valsoft-corporation-technical-support-ii-bt.json","meta":{"generated_at":"2026-10-27T05:24:48Z","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":5236,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"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-support-ii-bt"},{"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-support-ii-bt"},{"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-support-ii-bt"},{"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-support-ii-bt\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvalsoft-corporation-technical-support-ii-bt"}]}