Support Engineer

Posted 22 Days Ago
Be an Early Applicant
Singapore
1-3 Years Experience
Cloud • Information Technology • Software
AvePoint empowers digital transformation for global companies of all sizes to optimize + secure their digital workplaces
The Role
Provide Level 1 and Level 2 support to clients, troubleshoot technical issues, work closely with R&D team for bug fixing, manage issue resolution and customer satisfaction, prepare documentation and conduct training sessions.
Summary Generated by Built In

Overview 

We are seeking bright and friendly individuals with excellent communication skills, willingness to learn and apply new technology and a track record for providing great customer service. You will have opportunities to work in a variety of challenging IT environments to quickly build up your IT and communication skills.

What will you be doing? 

As a support Engineer, you 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 i.e., replicating the reported issues raised and communicate to the support software engineers and Quality assurance engineers of your findings to facilitate in bug fixing.  

Your responsibilities will include: 

  • Being a representative for project-specific customer inquiries and issues that you will take ownership and bring resolution.
  • Ensure customer satisfaction in Project Support and Maintenance
  • Collect information and perform deep-dive analysis, diagnosis, and troubleshoot.
  • Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
  • Communicate efficiently with the customer and the Internal R&D team on the bug fixes needed.
  • Manages the status of issues raised and ensure they are resolved effectively in a timely manner.
  • Continually evaluate existing processes to streamline and enhance customer support activities.
  • Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations.
  • Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients.
  • Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.
  • Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems.


OK, I’m interested… is this the job for me 

We look for people who value 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. 

Other qualities that you’ll need to be a fit for this role include: 

  • Min Diploma in Information Technology/Computer Science/ Computer Engineering
  • Preferably > 1 year experience in IT Industry managing large-scale applications support
  • Pro-active, customer-focused, and comfortable dealing with clients/vendors directly.
  • Excellent communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
  • Highly energetic, motivated team player, able to work under tight timelines and pressure to participate in digital transformation journey
  • Good interpersonal skills, resourceful, take ownership
  • Organized, meticulous, and able to work independently
  • Strong analytical and troubleshooting skills
  • Delivered B2B services effectively and efficiently, aware of service management preferred.
  • Preference given to vendor–based software delivery experiences.
  • Experience in Software Development and Microsoft SQL Server will be an advantage
  • Able to converse with mandarin speaking clients.


About AvePoint 

Check out our careers blog for content on our people, culture, and workplace!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  


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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.

Top Skills

SQL
The Company
HQ: Jersey City, NJ
2,200 Employees
Hybrid Workplace
Year Founded: 2001

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.

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