Technical 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.

As a Technical Support Engineer, you will provide Level 1 and Level 2 support to existing clients. You will serve as a primary contact to identify, troubleshoot, and provide resolutions to reported issues. Your role will involve working 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.

What you'll do

In this role, you will be responsible for representing project-specific customer technical inquiries and issues, taking ownership, and bringing resolution to ensure customer satisfaction in project support and maintenance. You will collect information and perform deep-dive analysis, diagnosis, and troubleshooting of technical issues. You will commit to service level agreements (SLA) for response and resolution, troubleshoot, and perform root cause analysis of technical issues.

You will manage the status of issues raised and ensure they are resolved effectively and in a timely manner. Continually evaluating existing processes to streamline and enhance customer support activities will be part of your responsibilities. You will also manage and keep track of change requests, bug fix statuses, and system updates documentation, preparing weekly statistic reports to keep stakeholders informed.

What we offer

At AvePoint, we value diversity and are an equal opportunity employer. We encourage you to apply even if your experience doesn't match every requirement. Join us in a role where you can grow your technical skills and contribute to a supportive team environment.