Support Analyst

About AvePoint

Securing the Future. AvePoint is a global leader in data management and data governance, and over 21,000 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.

At AvePoint, we are committed to investing in our people: we believe agility, passion and teamwork sets us up to do our best work and fosters a culture where you feel empowered to take initiative, learn from others and craft your career with the intention to unleash the power of you!

Support Analyst

Overview

Are you a problem-solver with a passion for tech, cloud solutions, and AI? As a Support Analyst, you won’t just solve issues—you’ll be a vital part of a team that keeps our cloud-based services running smoothly and ensures our customers stay ahead in a fast-evolving digital world. If you want to launch your career at the intersection of customer success and cutting-edge technology, this is the role for you.

What You'll Be Doing

As a Support Analyst, you'll be on the front lines of customer interaction, helping our enterprise clients tackle technical challenges within our software ecosystem. Collaborate with a dynamic team of developers, product experts, and customer success managers to deepen your expertise in troubleshooting and cloud support.

Your Key Responsibilities:

• Cloud & AI-Driven Product Support: Become an authority on our software suite, mastering Microsoft technologies and cloud platforms like Azure and Office 365. You'll analyze and troubleshoot software issues, using insights from data logs and development resources to solve complex issues in the Microsoft Cloud.
• Empowering Customer Success: Be a trusted advocate for our customers by offering effective, empathetic, and fast solutions via phone, email, and remote support sessions. Your knowledge will guide customers through the implementation and optimization of our products, ensuring they maximize the benefits of our cloud-based and AI-enhanced tools.
• Collaborative Troubleshooting: Work closely with cross-functional teams to resolve issues and enhance our products. From reviewing logs to conducting root cause analysis, you'll play a key role in ensuring technical issues are swiftly addressed.
• Content Creation & Knowledge Sharing: Share your findings with a wider audience by contributing to public-facing articles that help customers resolve common issues. Your insights will help shape a knowledge base for our community.
• Continuous Learning & Development: Stay on top of the latest tech trends and our product updates through hands-on learning, giving you an edge in cloud, AI, and Microsoft-based support.

Is This the Right Role for You?

We’re looking for individuals who thrive in a fast-paced, tech-focused environment, are eager to learn, and bring new ideas to the table. If you're a team player with a strong drive for continuous learning and innovation, we want to hear from you.

What We Value:

• BA/BS in an IT-related field (Computer Science is a plus!)
• 1-5 years of experience in technical support, IT helpdesk, or cloud support
• Exceptional communication skills and a strong customer-focused approach (Bilingual is a plus!)
• 1+ years of experience with Microsoft tech stack (Azure, SharePoint, Microsoft 365, Windows Server, SQL Server, and IIS)
• A commitment to ongoing education in cloud technologies and AI

Explore our careers blog to learn more about our culture, values, and what makes AvePoint a place to grow your career. We’re committed to creating a diverse and inclusive workplace, welcoming talent from all backgrounds. Join us, and let’s shape the future of cloud-based support together.

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.