Support Engineer

Avepoint; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

AvePoint is seeking a Support Engineer to enhance customer success and support cloud-based services. The role involves troubleshooting, collaborating with teams, and contributing to knowledge sharing. Ideal candidates will have a strong background in IT and Microsoft technologies, along with exceptional communication skills.

Qualifications

• 3+ years of experience in technical support or cloud support.
• 2+ years of experience in the Microsoft tech stack.
• Hold one or more Microsoft certifications.

Responsibilities

• Provide cloud and AI-driven product support.
• Empower customer success through effective solutions.
• Collaborate with teams to resolve technical issues.

Skills

Communication

Customer Focus

Troubleshooting

Cloud Support

Education

BA/BS in an IT-related field

Tools

Microsoft Azure

Microsoft 365

SQL Server

Job description

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, visitwww.avepoint.com.

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!

Overview

Are you a problem-solver with a passion for tech, cloud solutions, and AI? As a Support Engineer, you won’t just solve issues—you’ll be a vital part of a team that keeps our cloud-based services running smoothly and ensures our customers stay ahead in a fast-evolving digital world. If you want to launch your career at the intersection of customer success and cutting-edge technology, this is the role for you.

What You'll Be Doing

As a Support Engineer, you'll be on the front lines of customer interaction, helping our enterprise clients tackle technical challenges within our software ecosystem. Collaborate with a dynamic team of developers, product experts, and customer success managers to deepen your expertise in troubleshooting and cloud support.

Your Key Responsibilities:

• Cloud & AI-Driven Product Support: Become an authority on our software suite, mastering Microsoft technologies and cloud platforms like Azure and Office 365. You'll analyse and troubleshoot software issues, using insights from data logs and development resources to solve complex issues in the Microsoft Cloud.

• Empowering Customer Success: Be a trusted advocate for our customers by offering effective, empathetic, and fast solutions via phone, email, and remote support sessions. Your knowledge will guide customers through the implementation and optimization of our products, ensuring they maximize the benefits of our cloud-based and AI-enhanced tools.

• Collaborative Troubleshooting: Work closely with cross-functional teams to resolve issues and enhance our products. From reviewing logs to conducting root cause analysis, you'll play a key role in ensuring technical issues are swiftly addressed.

• Content Creation & Knowledge Sharing: Share your findings with a wider audience by contributing to public-facing articles that help customers resolve common issues. Your insights will help shape a knowledge base for our community.

• Continuous Learning & Development: Stay on top of the latest tech trends and our product updates through hands-on learning, giving you an edge in cloud, AI, and Microsoft-based support.

Is This the Right Role for You?

We’re looking for individuals who thrive in a fast-paced, tech-focused environment, are eager to learn, and bring new ideas to the table. If you're a team player with a strong drive for continuous learning and innovation, we want to hear from you.

What We Value:

• BA/BS in an IT-related field (Computer Science is a plus!)
• 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)
• Hold one or more Microsoft certifications or equivalent
• The ability to quickly learn and troubleshoot multiple proprietary software products

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.

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