Support Engineer • Entry-Level

Who you are

You are a bright and friendly individual with excellent communication skills and a willingness to learn and apply new technology. You have a track record of providing great customer service and are eager to work in a variety of challenging IT environments to quickly build up your IT and communication skills. Your ability to converse with Mandarin-speaking clients is a significant advantage in this role.

You have experience in software development and familiarity with Microsoft SQL Server, which will enhance your ability to troubleshoot and resolve technical issues effectively. You are committed to ensuring customer satisfaction and are proactive in managing project-specific inquiries and issues.

What you'll do

As a Support Engineer, you will provide Level 1 and Level 2 support to existing clients, serving as the primary contact for identifying, troubleshooting, and resolving reported issues. You will work closely with the R&D team by conducting preliminary investigations, replicating reported issues, and communicating your findings to support software engineers and quality assurance engineers to facilitate bug fixing. Your responsibilities will include managing the status of issues raised, ensuring they are resolved effectively and in a timely manner, and committing to service level agreements for response and resolution.

You will continually evaluate existing processes to streamline and enhance customer support activities, collecting information and performing deep-dive analysis and diagnosis of technical issues. Your role will also involve managing and tracking change requests, bug fix statuses, and system updates deployments, ensuring that all customer inquiries are handled with care and professionalism.

What we offer

At AvePoint, you will have the opportunity to grow your IT and communication skills in a supportive environment. We value your contributions and encourage you to apply even if your experience doesn't match every requirement. Join us to make a meaningful impact in customer support and technology.