Technical Support II – B&T

Aspire Software

. Own and investigate Tier 1 escalations using logs, data, configuration, HTTP traffic, and other technical evidence .

Posted 10/8/2026full-timeBeirut • LebanonJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting web applications, analyzing logs, and managing incidents in cloud-hosted environments. Proficient in SQL, REST APIs, and collaboration with cross-functional teams to resolve technical issues and improve processes.

Highest-signal resume keywords

Incident ManagementSQL ProficiencyREST API TroubleshootingLog AnalysisCloud Application Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLHTTP/HTTPSHTMLCSSJavaScriptREST APIsJSONXMLPowerShellGit

Soft Skills

Analytical SkillsProblem-SolvingClear CommunicationMulti-TaskingMentoring

Tools & Technologies

AzureIISApplication InsightsAzure MonitorBrowser Developer ToolsTicketing SystemsDiagnostic Tools

Industry Keywords

Technical SupportWeb-Based ProductsSaaSConfiguration ManagementChange Management

Tech Stack

Tools & technologies

ASP.NETAzureCloudJavaScriptjQuerySQL.NET

About the role

Key responsibilities & impact

Own and investigate Tier 1 escalations using logs, data, configuration, HTTP traffic, and other technical evidence
Reproduce problems in test or staging environments and isolate triggering conditions
Determine likely root causes across software defects, configuration, data, infrastructure, integrations, and end-user issues
Troubleshoot integrations, APIs, data imports/exports, and scheduled jobs
Identify and communicate workarounds or temporary fixes until underlying causes are resolved
Manage the Tier 2 queue according to priority, severity, customer impact, and SLA commitments
Recognize broader incidents, escalate through the major-incident process, and communicate customer impact
Escalate issues to Engineering, DevOps, or Technical Operations with reproduction steps, evidence, and impact
Verify fixes and workarounds, document investigation outcomes, and contribute to post-incident reviews
Mentor Tier 1 and collaborate with Engineering, QA, DevOps, Technical Operations, Product Management, Project Management, and implementation teams
Analyze support trends and recurring issues to contribute to problem management
Create and maintain knowledge-base articles, runbooks, and troubleshooting guides
Recommend product, configuration, documentation, monitoring, alerting, and automation improvements
Read and correlate application, IIS, and Azure logs; write read-only SQL queries; inspect HTTP requests and responses; navigate ASP.NET Web Forms and MVC applications; review configuration and dependencies; use REST APIs, Git, Azure resources, Application Insights, Azure Monitor, PowerShell, and diagnostic tools

Requirements

What you’ll need

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, including joins, filtering, aggregation, and reading stored procedures
Solid grasp of HTTP/HTTPS, including methods, status codes, headers, and cookies; 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, including sessions, cookies, roles, permissions, and tokens
Understanding of cloud-hosted applications and common components; Azure preferred
Strong working knowledge of Windows environments
Basic scripting for diagnostics or automation; PowerShell preferred
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 technical and non-technical audiences
Ability to manage multiple incidents and priorities simultaneously
Availability for occasional after-hours work during significant incidents