About the job
Join our dynamic team as an Application Support Engineer at AvePoint, where we prioritize innovation and exceptional customer service. We are looking for enthusiastic individuals with strong communication skills, a passion for learning new technologies, and a proven ability to deliver outstanding customer support. In this role, you will have the opportunity to tackle diverse challenges in various IT environments, rapidly enhancing your technical and interpersonal skills.
Your Role: As an Application Support Engineer, you will provide Level 1 and Level 2 support to our valued clients. Your main responsibilities will include acting as the primary contact for troubleshooting reported issues, working closely with our R&D team to conduct initial investigations, replicating reported problems, and communicating your findings to support engineers and quality assurance teams to facilitate effective bug resolution.
Key Responsibilities:
- Serve as the main point of contact for project-specific customer inquiries and issues, taking ownership to ensure timely resolutions.
- Ensure customer satisfaction through effective project support and maintenance.
- Gather information and conduct thorough analysis, diagnosis, and troubleshooting.
- Adhere to service level agreements (SLAs) for response times, troubleshooting, and root cause analysis.
- Communicate effectively with customers and internal teams regarding necessary bug fixes.
- Monitor the status of reported issues and ensure their timely resolution.
- Continuously assess and improve existing processes to enhance customer support.

