Technical Customer Support Engineer
WFA Digital Insight
As the demand for skilled technical support engineers continues to grow, with a 25% increase in job postings over the past year, professionals with expertise in software troubleshooting and customer service are in high demand. Valsoft Corporation, a leader in the industry, is now seeking a Technical Customer Support Engineer to join their team in Sri Lanka. With a strong focus on delivering exceptional customer experiences, this role offers a unique opportunity for professionals to showcase their skills in a dynamic and supportive environment. According to recent statistics, companies that prioritize customer support see a significant increase in customer satisfaction and loyalty, making this role a crucial part of Valsoft Corporation's success. Before applying, candidates should be aware of the importance of staying up-to-date with the latest software trends and technologies, as well as the need for excellent communication and problem-solving skills.
Job Description
About the Role
The Technical Customer Support Engineer role is a critical part of Valsoft Corporation's customer support team, responsible for providing top-notch technical assistance to enterprise customers. As a key member of the team, you will be the primary point of contact for customers, working to resolve complex software issues in a timely and professional manner. Your expertise in software troubleshooting, combined with excellent customer service skills, will enable you to deliver exceptional support and ensure customer satisfaction.The role is based in Sri Lanka and offers a unique opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. As a Technical Customer Support Engineer, you will be working closely with cross-functional teams, including product and engineering, to identify and resolve technical issues, and to contribute to the development of new products and services.
Valsoft Corporation is committed to providing a supportive and dynamic work environment, where professionals can grow and develop their skills. With a strong focus on innovation and customer satisfaction, the company is an ideal place for talented professionals to build their careers.
What You Will Do
- Own customer cases from intake to resolution, using Jira Service Management or similar tools to meet and exceed service level agreements
- Troubleshoot application, integration, and network-related issues across web, mobile, and API services, reproducing defects, isolating root causes, and delivering fixes or high-quality escalations
- Perform advanced database investigations using SQL Server or PostgreSQL, analyzing slow queries, locks, deadlocks, index usage, and crafting optimized SQL to remediate performance problems
- Support and maintain multi-cloud environments, including Azure, AWS, and IONOS Cloud, reviewing logs and metrics, scaling resources, and managing compute, storage, and networking
- Handle identity and access management, including IAM/Entra ID roles and policies, certificates, and secrets
- Coordinate patching and maintenance windows, diagnosing and resolving networking and connectivity issues across TCP/IP, DNS, VPN, TLS/SSL, HTTP/HTTPS, and firewalls/security groups
- Diagnose connectivity and data integration problems with vendors and customer IT teams, including ERP/SCADA/IoT, OPC UA, REST/gRPC, and file-based ETL
- Conduct proactive health checks, patching, and minor hotfix deployments, contributing to playbooks and runbooks
- Communicate clearly with technical and non-technical stakeholders, providing incident updates and post-incident reports
- Create and improve knowledge base articles, customer guides, and internal troubleshooting recipes
- Collaborate with product and engineering teams on bug triage, feature feedback, and reliability improvements
What We Are Looking For
- Degree in Computer Science, Software Engineering, Information Systems, or a related field, or equivalent experience
- Advanced SQL expertise, including complex joins, window functions, stored procedures, and views
- Strong experience supporting .NET/Windows server applications and web APIs
- Proficiency in network troubleshooting, including TCP/IP fundamentals, routing, and DNS
- Hands-on experience with at least one major cloud, including compute, storage, identity and access, monitoring/logging, and secrets management
- Scripting and automation experience with PowerShell and/or Python
- Familiarity with CI/CD, including Azure DevOps, GitHub Actions, or similar
- Excellent customer communication, incident handling, and documentation skills
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously
- Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions
Nice to Have
- Experience with CMMS/EAM/OEE or manufacturing/industrial data, including exposure to OPC UA, SCADA/PLC integrations
- Knowledge of Power BI, including DAX, dataset refresh issues, and gateway configuration
- Experience with PostgreSQL, including extensions like pg_stat_statements or pg_partman, and SQL Server performance tools
- Familiarity with ITIL and IT service management best practices
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences
- Comprehensive training and development program, including access to industry-leading tools and technologies
- Flexible working hours and remote work options
- Access to a range of employee benefits, including health insurance, retirement plans, and paid time off
- Opportunities for career growth and advancement, including professional development and mentorship programs
- A dynamic and supportive work environment, with a strong focus on innovation and customer satisfaction
How to Stand Out
- Tip: Make sure to highlight your experience with SQL and cloud technologies, as these are key requirements for the role. Be prepared to provide examples of your experience with database investigations and cloud environment management.
- To stand out, emphasize your problem-solving skills and ability to communicate complex technical issues to non-technical stakeholders. Showcase your experience with customer support and your ability to work in a fast-paced environment.
- When applying, be sure to include any relevant certifications, such as ITIL or CI/CD, and highlight your experience with scripting and automation tools like PowerShell and Python.
- In your cover letter, provide specific examples of your experience with cloud environment management, including any experience with Azure, AWS, or IONOS Cloud.
- Be prepared to discuss your experience with identity and access management, including IAM/Entra ID roles and policies, certificates, and secrets. Highlight your ability to handle complex technical issues and your experience with troubleshooting and resolving network-related issues.
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