Technical Support II - B&T
Valsoft · Beirut
Aspire Software is looking for an Technical Support II to join our team in Lebanon.
Here 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.
About the Role
The 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.
You 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.
What "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.
Key Accountabilities & Responsibilities
Technical Investigation & Diagnosis
- Take ownership of issues escalated from Tier 1, gathering the right 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, isolating the conditions (role, browser, data, configuration, timing) that trigger them.
- Determine the likely cause (software defect, configuration, content/data, infrastructure, integration, or end-user) and document the evidence that supports it.
- Troubleshoot integrations, APIs, data imports/exports, and scheduled jobs that connect our platform to client and third-party systems.
- Identify 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.
- Maintain 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.
Incident Management
- Prioritize incidents and service requests by severity, customer impact, and SLA; keep clients and stakeholders informed through resolution.
- Recognize patterns that suggest a broader incident (e.g., the same error across several clients) and raise them promptly through the major-incident process.
- Assess and communicate customer impact: who is affected, how severely, since when, and whether a workaround exists.
- Escalate to Engineering, DevOps, or Technical Operations with reproduction steps, evidence, and impact, and stay engaged until the issue is resolved.
- Verify 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.
- Cross-Functional Collaboration
- Act as the technical escalation point and mentor for Tier 1, coaching troubleshooting techniques and better 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 environmentrelated issues.
- Provide technical expertise to Product Management, Project Management, and implementation teams on configuration, client implementations, integrations, and required changes.
Continuous Improvement
- Analyze support trends to identify recurring issues and their underlying causes and contribute to problem management.
- Create and maintain knowledge-base articles, runbooks, and troubleshooting guides for Tier 1 and Tier 2.
- Recommend changes that reduce support volume: product improvements, configuration defaults, documentation, monitoring and alerting, and automation of repetitive diagnostics.
- Stay current with product releases, architecture changes, and operational procedures, and follow established security, change-management, and support processes.
- Recommend changes that reduce support volume: product improvements, configuration defaults, documentation, monitoring and alerting, and automation of repetitive diagnostics.
- Stay current with product releases, architecture changes, and operational procedures, and follow established security, change-management, and support processes.
Technical Responsibilities
- This role is expected to move past scripted support workflows and into the internals of the application.
- The 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.
- Logs: Read and correlate application, IIS, and Azure logs to trace a request or background job across components and pinpoint the warning, exception, or failure.
- Databases: 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.
- HTTP and browser diagnostics: Use browser developer tools to inspect requests and responses,
- status codes, headers, cookies, payloads, console errors, and timing; reproduce issues across browsers and mobile devices.
- Web 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.
- Configuration: Review application settings, client/tenant configuration, feature flags, and roles and permissions to identify misconfiguration.
- Dependencies: Understand how the application relies on its database, storage, email, authentication providers, and third-party services, and check each when something fails.
- APIs and integrations: Call REST APIs with Postman or similar tools, inspect JSON and XML payloads, and interpret authentication and authorization errors.
- Source code: Navigate the code base in Git (history, recent commits, diffs) to understand behaviour or connect a new issue to a recent release.
- Cloud hosting: Navigate Azure resources supporting the platform, read health and metrics, and query Application Insights or Azure Monitor where access is granted.
- Scripting and tools: Use PowerShell and other diagnostic tools to search logs, run repeatable checks, and automate routine investigation steps.
Requirements
- Bachelor’s degree or diploma in Computer Science, Software Engineering, Information
- Technology, or a related field. Equivalent combination of education and relevant experience will be considered.
- 2+ years of application development and/or technical support experience on web-based or SaaS products.
- Proficiency reading server and application logs to diagnose warnings, errors, failures, and unexpected behaviour.
- Working SQL skills with relational databases: joins, filtering, aggregation, and reading stored
- procedures to validate data and report output. Solid grasp of HTTP/HTTPS (methods, status codes, headers, cookies) and hands-on use of browser developer tools.
- Experience troubleshooting web applications built with HTML, CSS, and JavaScript/jQuery, including cross-browser and responsive behaviour.
- Working knowledge of REST APIs and JSON/XML payloads.
- Understanding of authentication and authorization concepts (sessions, cookies, roles, permissions, tokens).
- Understanding of cloud-hosted applications and their common components (Azure preferred).
- Strong working knowledge of Windows environments.
- Basic scripting for diagnostics or automation (PowerShell preferred) and basic Git use to view history and code.
- Experience working incidents and service requests in a ticketing or tracking system against priorities and SLAs, and following change-management processes.
- Strong analytical and problem-solving skills; clear written and verbal communication with both technical and non-technical audiences.
- Ability to manage multiple incidents and priorities at once, and availability for occasional afterhours work during significant incidents