Technical Support 2 - B&T
No salary listed
Mid
Bachelor's
Beirut, Lebanon
HybridHybrid workplace in Beirut, Lebanon.
Customer Experience & SupportCustomer Support
About the job
Requirements
- A bachelor's degree or diploma in Computer Science, Software Engineering, Information Technology, or a related field is required; an equivalent combination of education and relevant experience is considered.
- At least 2 years of application development and/or technical support experience on web-based or software-as-a-service products is required.
- Proficiency reading server and application logs to diagnose warnings, errors, failures, and unexpected behaviour is required.
- Working SQL skills with relational databases, including joins, filtering, aggregation, and reading stored procedures to validate data and report output, are required.
- A solid grasp of HTTP and HTTPS methods, status codes, headers, and cookies, and hands-on use of browser developer tools, is required.
- Experience troubleshooting web applications built with HTML, CSS, and JavaScript/jQuery, including cross-browser and responsive behaviour, is required.
- Working knowledge of REST APIs and JSON/XML payloads is required.
- Understanding of authentication and authorization concepts, including sessions, cookies, roles, permissions, and tokens, is required.
- Understanding of cloud-hosted applications and their common components is required.
- Strong working knowledge of Windows environments is required.
- Basic scripting for diagnostics or automation and basic Git use to view history and code are required.
- Experience working incidents and service requests in a ticketing or tracking system against priorities and service-level agreements, and following change-management processes, is required.
- Strong analytical and problem-solving skills and clear written and verbal communication with technical and non-technical audiences are required.
- The ability to manage multiple incidents and priorities at once and availability for occasional after-hours work during significant incidents are required.
Responsibilities
- Take ownership of issues escalated from Tier 1, gathering information from Tier 1, internal stakeholders, and clients to investigate efficiently.
- Investigate application behaviour using server and application logs, SQL queries, browser developer tools, HTTP traffic, and configuration review.
- Reproduce reported problems in test or staging environments and isolate the conditions that trigger them, including role, browser, data, configuration, and timing.
- Determine the likely cause of issues, including software defects, configuration, content or data, infrastructure, integrations, or end-user factors, and document supporting evidence.
- Troubleshoot integrations, APIs, data imports and exports, and scheduled jobs connecting the platform to client and third-party systems.
- Identify and implement workarounds or temporary fixes that reduce customer impact until the underlying cause is resolved, and clearly communicate the work and its limitations.
- Manage the Tier 2 queue by priority and severity to maintain service-level commitments, resolve known issues and routine requests, and keep the backlog moving.
- Prioritize incidents and service requests by severity, customer impact, and service-level agreement, and keep clients and stakeholders informed through resolution.
- Recognize patterns indicating a broader incident and raise them promptly through the major-incident process.
- Assess and communicate customer impact, including who is affected, severity, duration, and whether a workaround exists.
- Escalate issues to Engineering, DevOps, or Technical Operations with reproduction steps, evidence, and impact, and remain engaged until resolution.
- Verify fixes and workarounds before closing, record investigation steps and outcomes in the tracking system, and contribute to post-incident reviews.
- Act as the technical escalation point and mentor for Tier 1 by coaching troubleshooting techniques and information gathering.
- Work with Software Engineering and QA to clarify defects, validate fixes, and share production context that improves test coverage.
- Partner with DevOps and Technical Operations on infrastructure, deployment, and environment-related issues.
- Provide technical expertise to Product Management, Project Management, and implementation teams on configuration, client implementations, integrations, and required changes.
- Analyze support trends to identify recurring issues and underlying causes and contribute to problem management.
- Create and maintain knowledge-base articles, runbooks, and troubleshooting guides for Tier 1 and Tier 2.
- Recommend product improvements, configuration defaults, documentation, monitoring and alerting, and automation of repetitive diagnostics to reduce support volume.
- Stay current with product releases, architecture changes, and operational procedures, and follow established security, change-management, and support processes.
- Read and correlate application, IIS, and Azure logs to trace requests or background jobs across components and locate warnings, exceptions, or failures.
- Write read-only SQL queries to validate data, trace records through workflows, review stored procedure logic, and confirm report output; follow change management for data corrections.
- Use browser developer tools to inspect requests and responses, status codes, headers, cookies, payloads, console errors, and timing, and reproduce issues across browsers and mobile devices.
- Understand the ASP.NET Web Forms and MVC request lifecycle and session and authentication handling to localize faults to the client, server, or data layer.
- Review application settings, client or tenant configuration, feature flags, roles, and permissions to identify misconfiguration.
- Check application dependencies, including databases, storage, email, authentication providers, and third-party services, when failures occur.
- Call REST APIs with Postman or similar tools, inspect JSON and XML payloads, and interpret authentication and authorization errors.
- Navigate the code base in Git, including history, recent commits, and diffs, to understand behaviour or connect issues to recent releases.
- Navigate Azure resources supporting the platform, read health and metrics, and query Application Insights or Azure Monitor where access is granted.
- Use PowerShell and other diagnostic tools to search logs, run repeatable checks, and automate routine investigation steps.
Desired Qualifications
- Azure is preferred for knowledge of cloud-hosted applications and their common components.
- PowerShell is preferred for basic diagnostic or automation scripting.
About the company
Valsoft is a company that buys software businesses that serve specific, essential industries (like automotive and broadcasting) and helps them grow over the long term. It focuses on vertical market software—programs that are built for a particular industry—and keeps the acquired companies independent while giving them extra resources, best practices, and access to a global network. The core idea is to improve how these software businesses operate and expand their reach, rather than building new products from scratch. The main way Valsoft works is to purchase a niche software company, streamline its operations, and partner with the existing management team to drive steady growth. This approach sets Valsoft apart from others by emphasizing patient, long-term ownership and collaboration within a diverse portfolio of niche software. The goal is to create durable, profitable companies that continue to serve their essential customers efficiently and expand into new markets.
Company Size
501-1,000
Company Stage
Growth Equity (Venture Capital)
Total Funding
$420M
Headquarters
Montreal, Canada
Founded
2015
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Simplify's Take
What believers are saying
- October 2, 2026 Positive Solutions expands Valsoft into healthcare technology.
- Square 9 added over 1,000 customers and strengthens TAG's AI document automation.
- Medicalistics reaches 430,000 patients, giving Edelweiss a durable regulated-care software foothold.
What critics are saying
- AllTrust Networks settled a 2024 data-breach class action by March 16, 2026.
- Valsoft faces a Delaware contract suit from Demand Bridge filed January 14, 2026.
- Rapid 2026 acquisitions across TAG and Edelweiss create integration failure and talent-retention risk.
What makes Valsoft unique
- Valsoft ran 150+ companies across 20+ industries as of October 2, 2026.
- Its permanent-capital model keeps founders autonomous while Valsoft supplies M&A and operations.
- TAG and Edelweiss buy niche software like Square 9, UnionTrack, and Medicalistics.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid Vacation
- Paid Holidays
- Flexible Work Hours
- Remote Work Options
- 401(k) Retirement Plan
- 401(k) Company Match
- Wellness Program
- Mental Health Support
- Gym Membership