About AvePoint
A five-time winner of the Microsoft Partner of the Year award, AvePoint provides the most advanced platform for SaaS and data management to optimize SaaS operations and secure collaboration. More than 9 million cloud users rely on our solutions to secure digital collaboration data, sustain connections between people and ensure business resiliency in the modern digital workplace.
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!
About the position
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.
As a Technical Support Analyst (Bilingual Mandarin and English), you will be 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. 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.
Specific responsibilities include, but are not limited to:
- 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
What you will bring to our team:
- 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 bilingual communication skills in Mandarin and English, able to interact professionally with a diverse group, managers, executives, and SMEs.
- 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)
What’s in it for you?
- HMO coverage from day 1 of employment (plus 2 free dependents)
- Group life insurance (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.
#LI-PT1
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.
AvePoint Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AvePoint and has not been reviewed or approved by AvePoint.
-
Leave & Time Off Breadth — Paid time off is structured as “unlimited” in many U.S. roles and complemented by special company days (e.g., birthday day and community outreach time). This structure is highlighted across current role descriptions and benefits materials.
-
Parental & Family Support — Parental leave includes four weeks fully paid for all new parents, with birth mothers receiving an additional eight weeks fully paid pregnancy leave (twelve weeks total). This policy is publicly documented and consistently referenced in company information.
-
Wellbeing & Lifestyle Benefits — Wellbeing offerings include commuter benefits, fitness stipends, snacks, hybrid work flexibility, and continuing‑education stipends. Community and recognition programs further reinforce a lifestyle‑ and culture‑oriented package.
AvePoint Insights
Similar Jobs
What We Do
Collaborate with Confidence. AvePoint provides the most advanced platform to optimize SaaS operations and secure collaboration. Over 17,000 customers worldwide rely on our solutions to modernize the digital workplace across Microsoft, Google, Salesforce and other collaboration environments. AvePoint's global channel partner program includes over 3,500 managed service providers, value added resellers and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit www.avepoint.com.
Why Work With Us
AvePoint is committed on talent development via internal mobility, mentoring, & continued learning so that each person can make an impact & feel recognized. As a newly public company, we are energetic & passionate about our continued growth and how each person has a role in that, so we can go further, together.
Gallery
