Technical Support Analyst

About the role

AvePoint is the global leader in data security, governance, and resilience, providing a robust data foundation and enabling organizations to collaborate with confidence. With over 25,000 customers worldwide relying on the AvePoint Confidence Platform, AvePoint supports Microsoft, Google, Salesforce, and other collaboration environments. Our global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with solutions available in over 100 cloud marketplaces. For more information, visit www.avepoint.com.

Overview

We are seeking a Support Engineer who can leverage their problem-solving skills, passion for technology, and expertise in cloud solutions and AI to support our enterprise clients. This role involves deepening expertise in troubleshooting and cloud support, collaborating with a dynamic team to resolve issues and enhance our products.

Responsibilities

• Cloud & AI-Driven Product Support: Master Microsoft technologies and cloud platforms like Azure and Office 365. Analyze and troubleshoot software issues using data logs and development resources.
• Empowering Customer Success: Offer effective, empathetic, and fast solutions via phone, email, and remote support sessions. Guide customers through the implementation and optimization of our products.
• Collaborative Troubleshooting: Work closely with cross-functional teams to resolve issues and enhance our products. Review logs and conduct root cause analysis.
• Content Creation & Knowledge Sharing: Contribute to public-facing articles that help customers resolve common issues. Share insights to shape a knowledge base for our community.
• Continuous Learning & Development: Stay updated on the latest tech trends and product updates through hands-on learning.

Qualifications

• Bachelor's degree in an IT-related field (Computer Science preferred)
• 3+ years of experience in technical support, IT helpdesk, or cloud support
• Exceptional communication skills and a strong customer-focused approach
• 2+ years of experience in the Microsoft tech stack (Azure, SharePoint, Microsoft 365, Windows Server, SQL Server, and IIS)
• One or more Microsoft certifications or equivalent
• The ability to quickly learn and troubleshoot multiple proprietary software products

Pay

The salary range for this role is $50,000 - $60,000. Final offers are based on location, experience, skills, and qualifications. Total rewards include base salary, comprehensive benefits, and potential bonuses, commissions, or equity (RSUs).