Technical Support Analyst

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 apassionforcustomer satisfactionand theskillsto troubleshoot in a technical environment?We’relooking forsomeonewho can quickly become an expert in delivering exceptional solutions that solve our customers’ biggest challenges.

As a Technical Support Analyst, you will be inahigh-exposure support position assistingour enterprise customersandresolvingtechnical issues with our softwaresolutions. Workingwith your colleagues,developers,productmanagers, andaccountmanagers,you will have the opportunity to develop your technical and leadership skillsthrough continuous learning opportunities.You’rethe main point of contact for support for our customers, which means you have strongproblem-solvingand customer service skills. You are also a team player who thrives on working collaboratively with both internal and external teams.

This role is for someone who values agility,passionand 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:

• ProductSupport: Becomingan expert in our product suiteand workinghands-on with Microsofttechnologies– includingSharePoint, Office 365,Azure,SQL Server, Window Server,andIIS.Supportingour customersbyproviding solutionsthat resolve and simplifycomplex technical issuesin the Microsoft Cloud.Analyzingand troubleshootingsoftware issuesthrough the use ofinternal logging and development resources.
• Customer Service: Utilizingyour knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries. Becomingatrustedcustomer advocatebyensuringwe are prompt and professional with all engagements,whether by phone or email. Helpingcustomersmaximize their use of our productsby overcomingany challenges throughout implementation and general use.
• Servingas thesupport contact for customers– regularly connecting viaphone, email, and remote sessions
• Analyzingcomplex issues by reviewing product-specific logs andutilizingroot cause analysisskills
• Overseeing interdepartmental collaboration to help ensure prompt delivery of customer requests
• Contributing topublic-facing articles based on found issuesin 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-relatedfield(Computer Science majors are preferred,but not required)
• 1 to 5 years of technicalsoftwaresupport or help desk experience(preferred)
• Ability to work independently and within a highly collaborative team environment
• Commitment to continuous education and drive tostayup to datewith the latest technologies
• Strong interest or experience with Microsofttechnology stack(including SharePoint, Office 365, Azure,Windows Server, SQL Server,andIIS)

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.