Support Engineer • Mid-Level

Who you are

You are a bright and friendly individual with excellent communication skills and a willingness to learn and apply new technology. With a track record of providing great customer service, you thrive in challenging IT environments that help you build your skills. You have 2-5 years of experience in application support, where you've developed the ability to troubleshoot and resolve issues effectively. Your commitment to customer satisfaction drives you to ensure that every project inquiry is handled with care and professionalism.

You understand the importance of collaboration and communication, especially when working closely with R&D teams. You are adept at conducting preliminary investigations, replicating reported issues, and conveying your findings to support software engineers and quality assurance engineers. Your analytical mindset allows you to perform deep-dive analysis and root cause analysis of technical issues, ensuring that you can provide timely resolutions to clients.

You are proactive in managing the status of issues raised and take ownership of customer inquiries. Your ability to evaluate existing processes helps streamline and enhance customer support activities, making you a valuable asset to the team. You are committed to meeting service level agreements (SLAs) for response and resolution, ensuring that clients receive the support they need when they need it.

Desirable

While not required, experience with specific IT environments or technologies would be a plus. You may have familiarity with various support tools or methodologies that enhance your ability to provide exceptional service. A background in software development or quality assurance could also be beneficial in understanding the technical aspects of the role.

What you'll do

As an Application Support Engineer at AvePoint, you will provide Level 1 and Level 2 support to existing clients, acting as a primary contact for troubleshooting and resolving reported issues. You will work closely with the R&D team to replicate issues and communicate findings effectively, facilitating bug fixes and ensuring customer satisfaction in project support and maintenance. Your responsibilities will include collecting information, performing deep-dive analysis, and diagnosing technical issues to provide timely resolutions.

You will manage the status of issues raised, ensuring they are resolved effectively and in a timely manner. Your role will involve continual evaluation of existing processes to streamline customer support activities, enhancing the overall experience for clients. You will also be responsible for managing change requests and tracking bug fix statuses, ensuring that all updates are communicated clearly to clients.

In this role, you will have the opportunity to work in a variety of challenging IT environments, allowing you to quickly build up your IT and communication skills. You will be expected to commit to SLAs for response and resolution, demonstrating your dedication to providing high-quality support. Your ability to communicate efficiently with both customers and internal teams will be crucial in ensuring that issues are addressed promptly and effectively.

What we offer

At AvePoint, we value diversity and are committed to creating an inclusive environment for all employees. We offer opportunities for professional growth and development, allowing you to expand your skill set and advance your career in IT support. You will be part of a collaborative team that encourages knowledge sharing and continuous improvement, fostering a culture of excellence in customer service.

We provide a supportive work environment where your contributions are recognized and valued. As you take on new challenges and responsibilities, you will have the chance to make a meaningful impact on our clients' experiences. Join us at AvePoint and be part of a team that is dedicated to delivering exceptional support and solutions to our customers.