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Valsoft Corporation · 4 months ago

Technical Customer Support Engineer

United States

Full-time

Remote

Mid Level

Valsoft Corporation is seeking an Experienced Technical Customer Support Engineer with a strong software background. The role involves troubleshooting and resolving complex issues for enterprise customers across various layers including application, database, integrations, networking, and cloud infrastructure.

Business DevelopmentSoftware

Growth Opportunities

Responsibilities

Own customer cases from intake to resolution using Jira Service Management (or similar) to meet and exceed SLAs

Troubleshoot application, integration, and network-related issues across web, mobile, and API services; reproduce defects, isolate root causes, and deliver fixes or high-quality escalations

Perform advanced database investigations using SQL Server/PostgreSQL: analyse slow queries, locks, deadlocks, index usage, and craft optimised SQL to remediate performance problems

Support and maintain multi-cloud environments (Azure, AWS, IONOS Cloud):

Review logs/metrics, scale resources, and manage compute, storage, and networking

Handle identity and access (IAM/Entra ID roles & policies), certificates, and secrets

Coordinate patching and maintenance windows

Diagnose and resolve networking and connectivity issues across TCP/IP, DNS, VPN, TLS/SSL, HTTP/HTTPS, firewalls/security groups

Diagnose connectivity and data integration problems (ERP/SCADA/IoT, OPC UA, REST/gRPC, file-based ETL) with vendors and customer IT teams

Conduct proactive health checks, patching, and minor hotfix deployments; contribute to playbooks and runbooks

Communicate clearly with both technical and non-technical stakeholders; provide incident updates and post-incident reports

Create and improve knowledge base articles, customer guides, and internal troubleshooting recipes

Collaborate with Product and Engineering on bug triage, feature feedback, and reliability improvements

Qualification

SQL ServerPostgreSQLCloud environmentsNetworking troubleshootingJira Service ManagementTechnical communicationProblem-solvingCollaboration

Required

Strong software background

Experience in troubleshooting application, integration, and network-related issues across web, mobile, and API services

Ability to perform advanced database investigations using SQL Server/PostgreSQL

Experience in supporting and maintaining multi-cloud environments (Azure, AWS, IONOS Cloud)

Knowledge of identity and access management (IAM/Entra ID roles & policies), certificates, and secrets

Experience in diagnosing and resolving networking and connectivity issues across TCP/IP, DNS, VPN, TLS/SSL, HTTP/HTTPS, firewalls/security groups

Ability to diagnose connectivity and data integration problems with vendors and customer IT teams

Experience in conducting proactive health checks, patching, and minor hotfix deployments

Strong communication skills with both technical and non-technical stakeholders

Experience in creating and improving knowledge base articles, customer guides, and internal troubleshooting recipes

Ability to collaborate with Product and Engineering on bug triage, feature feedback, and reliability improvements

Company

Valsoft Corporation

As a leading player in vertical market software (VMS), Valsoft combines industry expertise with a unique buy-and-hold investment philosophy, managing a growing portfolio of companies that benefit from decentralized leadership and operational autonomy.

Founded in 2015