Project Support Engineer (Software)

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:

As a Project Support Analyst, you will provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues. Your job is to work closely with R&D Team by conducting preliminary investigations.

This role is for someone who values 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! 

Specific responsibilities include, but are not limited to: 

• Being a representative for project-specific customer inquiries and issues that you will take ownership and bring resolution.
• Build and maintain positive relationships with project stakeholders and ensure customer satisfaction in Project Support and Maintenance.
• Demonstrate resilience and composure when facing tight deadlines, unexpected challenges, or high-pressure situations.
• Collect information and perform deep-dive analysis, diagnosis, and troubleshoot.
• Communicate effectively with stakeholders to address pushback, clarify technical details, and ensure that proposed solutions align with customer expectations.
• Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues.
• Communicate efficiently with the Internal R&D team on the issue investigation, solutions and bug fixes.
• Manages the status of issues raised and ensures they are resolved effectively in a timely manner.
• Continually evaluate existing processes to streamline and enhance customer support activities.
• Learn and keep track of all the new functionalities added to the system every update release.
• Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems.
• Provide onsite support to customers if necessary. (Locally or overseas)
• Contribute to the identification and assessment of project risks and work on mitigation plans to minimize the impact of risks.
• Maintain project documentation and ensure all support & maintenance documents are organized and easily accessible.
• Generate Regular Support Status Reports and provide data and updates to project management and other stakeholders via Support Monthly Meeting

What you will bring to our team:

• BA/BS Degree in any IT related field (IT/Computer Science/Computer Engineering)
• 1-3 years of technical software support/project support/applications support experience.
• Excellent communication skills and able to interact professionally with a diverse group, managers, executives and SMEs.
• Strong analytical and troubleshooting skills.
• Pro-active, customer focused and comfortable dealing with clients directly.
• Organized, meticulous and able to work independently.
• Experience in exam management system (EMS), training management system (TMS) and/or learning management system (LMS) is a plus.
• Current work schedule 9am – 6pm & 1pm to 10 pm PHT/SGT (may change depending on business needs)
• This job can provide a great opportunity for employee to travel abroad and work onsite on a short or long-term basis.
• Amendable to work hybrid arrangement (3x work onsite, 2x work-from-home weekly)

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.

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