Technical Support Analyst

About AvePoint

AvePoint is the global leader in data protection, unifying data security, governance, and resilience to provide a trusted foundation for AI. More than 28,000 customers rely on the AvePoint Confidence Platform to secure, govern, and rapidly recover data across Microsoft, Google, Salesforce, and other cloud environments. With a single platform for lifecycle control, multicloud governance, and rapid recovery paired with clear ownership across the business, we prevent overexposure and sprawl, modernize legacy and fragmented data, and minimize data loss and interruption. Our global partner ecosystem includes approximately 6,000 MSPs, VARs, and SI, and our solutions are available in over 100 cloud marketplaces. To learn more, visit www.avepoint.com.

At AvePoint, we are committed to investing in our people. Agility, passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career, make an impact, and own (y)our future. Unleash the power of you!

Overview

Do you have a passion for customer satisfaction and the skills to troubleshoot in a technical environment? We’re looking for someone who can quickly become an expert in delivering exceptional solutions that solve our customers’ biggest challenges.

What will you be doing?

The Technical Support Analyst role puts you in a high-exposure support position assisting our enterprise customers and resolving technical issues with our software solutions. Working with your colleagues, developers, product managers, and account managers, you will have the opportunity to develop your technical and leadership skills through continuous learning opportunities.

Your responsibilities will include

• Product Support: Becoming an expert in our product suite and working hands-on with Microsoft technologies – including SharePoint, Office 365, Azure, SQL Server, Window Server, and IIS. Supporting our customers by providing solutions that resolve and simplify complex technical issues in the Microsoft Cloud. Analyzing and troubleshooting software issues through the use of internal logging and development resources.
• Customer Service: Utilizing your knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries. Becoming a trusted customer advocate by ensuring we are prompt and professional with all engagements, whether by phone or email. Helping customers maximize their use of our products by overcoming any challenges throughout implementation and general use.
• Serving as the support contact for customers – regularly connecting via phone, email, and remote sessions
• Analyzing complex issues by reviewing product-specific logs and utilizing root cause analysis skills
• Overseeing interdepartmental collaboration to help ensure prompt delivery of customer requests
• Contributing to public-facing articles based on found issues in our software
• Learning about our technology – including release updates and new products – through on-the-job training and education

OK, I’m interested… is this the job for me?

We look for people who value agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

As a Technical Support Analyst, you’re the main point of contact for support for our customers, which means you have strong problem solving and customer service skills. You are also a team player who thrives on working collaboratively with both internal and external teams.

Other qualities that you’ll need to be a fit for this role include:

• BA/BS Degree in an IT related field (Computer Science majors are preferred, but not required)
• 1 to 5 years of technical software support or help desk experience (preferred)
• Excellent written and verbal communication skills
• Ability to work independently and within a highly collaborative team environment
• Commitment to continuous education and drive to stay up-to-date with the latest technologies
• Strong interest or experience with Microsoft technology stack (including SharePoint, Office 365, Azure, Windows Server, SQL Server, and IIS)
• Work Schedule: Night Shift
• Hybrid Setup - 2 days WFH, 3 days Onsite

What’s in it for you?

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularization)
• Wellness Reimbursement Program (upon regularization)
• Paid annual and sick leaves (convertible into cash)
• Paid compassionate leave (5 days)
• Employee Dedication Award (years of service)
• Employee Referral Bonus Program
• Promoting diversity and inclusion
• Business Travel Opportunity (Top Performers)
• Hybrid Working Arrangement (3 days onsite & 2 days work-from-home)
• Competitive compensation package, Performance bonuses/incentives
• Career growth & advancement opportunities

*Terms and conditions apply

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.

Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.