Technical Support Analyst

About AvePoint Beyond Secure. AvePoint is the global leader in data security, governance, and resilience, going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 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 . Overview   Do you have a  passion  for  customer satisfaction  and the  skills   to troubleshoot in a technical environment?  We’re  looking for  someone  who can quickly become an expert in delivering exceptional solutions that solve our customers’ biggest challenges.   What will you be doing?   The Technical Support Analyst role puts you in  a  high - exposure support position assist ing  our enterprise customers  and  resolv ing  technical issues with our software  solutions . Working  with your colleagues,  d evelopers,  p roduct  m anagers, and  a ccount  m anagers ,  you will have the opportunity to develop your technical and leadership skills  through continuous learning opportunities .     Your  responsibilities  will  include :   Product  S upport :  Becom ing  an expert in our product suite  and work ing  hand s - on with Microsoft  technologies  – including  SharePoint, Office 365,  Azure,  SQL Server, Window Server,  and  IIS .  S upport ing  our customers  by  providing solutions  that resolve and simplify  complex technical issues  in the Microsoft Cloud .  A nalyz ing   and troubleshoot ing  software issues  through the use of  internal logging and development resources.    Customer Service :   Utiliz ing   your knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries. Be com ing   a   trusted  customer advocate   by  ensur ing  we are prompt and professional with all engagements ,  whether by phone or email. Help ing  customers  maximize their use of our products  by overcoming  any challenges throughout implementation and general use .   Serv ing  as the  s upport contact for customers   – regularly connecting via  phone, email, and remote sessions   Analyz ing   complex issues by reviewing product - specific logs and  utilizing  root cause analysis  skills   Overseeing i nterdepartmental collaboration to help ensure prompt delivery of customer requests   Contributing to  public - facing articles based on found issues  in our software   Learning about our technology – including release updates and new products – through on-the-job training and education   OK,  I’m  interested… i s  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.   As a Technical Support Analyst,  y ou’re  the main point of contact for support for our customers, which means you have strong  problem solving  and customer service skills. You are also a team player who thrives on working collaboratively with both internal and external teams.   Other qualities that  you’ll  need to be a fit for this role include:   BA/BS Degree in an IT related  field  (Computer Science majors are preferred ,  but not required)   1 to 5 years of technical  software  support or help desk experience  ( preferred )   Excellent  written and verbal  communication skills   Ability to work independently and within a highly collaborative team environment   Commitment to continuous education and d rive to  stay  up-to-date  with the latest technologies   Strong interest or experience with Microsoft  technology stack  ( including SharePoint, Office 365, Azure,  Windows Server, SQL Server,  and  IIS )   Work Schedule: PH Night shift (US Eastern) Hybrid Setup - 2 days WFH, 3 days Onsite Location: Cebu IT Park, Cebu City   What’s in it for you? HMO coverage from day 1 of employment (plus 2 free dependents) Group life insurance (upon regularization) Paid annual and sick leaves (convertible into cash) Paid compassionate leave (5 days) Employee Dedication Award (years of service) Employee Referral Bonus Program Promoting diversity and inclusion Business Travel Opportunity (Top Performers) Hybrid Working Arrangement (3 days onsite & 2 days work-from-home) Competitive compensation package, Performance bonuses/incentives Career growth & advancement opportunities           *Terms and conditions apply 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. 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 .