Hybrid Project Support Engineer | Remote & Onsite

AvePoint; Philippines; Hybrid; PHP 320,000 - 520,000; Full time

Benefits offered by this job

HMO coverage

Group life insurance

Wellness reimbursement

Paid leaves

Travel opportunities

Hybrid working arrangement

Job summary

AvePoint in the Philippines is seeking a Project Support Engineer to provide Level 1 and Level 2 software support to existing clients. You will work closely with the R&D team, conduct preliminary investigations, and own the resolution process to keep customers satisfied.

Responsibilities include triaging issues, collaborating with stakeholders, maintaining documentation, and delivering timely updates. The role requires good English, strong analytical skills, and willingness to travel or work

Qualifications

• BA/BS Degree in any IT related field.
• 1-3 years of technical software support/project support/applications support experience.
• Excellent communication skills and able to interact professionally with a diverse group.
• Strong analytical and troubleshooting skills.
• Pro-active, customer focused and comfortable dealing with clients directly.
• Organized, meticulous and able to work independently.
• Experience in EMS, TMS, and/or LMS is a plus.
• Current work schedule 9am - 6pm & 1pm to 10 pm PHT/SGT (may change).
• Hybrid arrangement: 3x onsite, 2x work-from-home weekly.

Responsibilities

• Acting as a representative for project-specific customer inquiries and issues, taking ownership and bringing resolution.
• Building and maintaining positive relationships with project stakeholders, ensuring customer satisfaction in project support and maintenance.
• Demonstrating resilience and composure under tight deadlines and high-pressure situations.
• Collecting information and performing deep-dive analysis, diagnosis, and troubleshooting.
• Communicating effectively with stakeholders to address pushback and align solutions with customer expectations.
• Committing to SLA for response and resolution, and performing root cause analysis of technical issues.
• Communicating with the internal R&D team on issue investigation, solutions, and bug fixes.
• Managing the status of issues raised and ensuring timely resolution.
• Continually evaluating processes to streamline and enhance customer support activities.
• Learning and tracking new functionalities added to the system with each update release.
• Conducting training sessions with users in English to troubleshoot the system.

Skills

Communication

Analytical thinking

Troubleshooting

Customer focus

Independence

Education

BA/BS in IT related field

Job description

AvePoint in the Philippines is seeking a Project Support Engineer to provide Level 1 and Level 2 software support to existing clients. You will work closely with the R&D team, conduct preliminary investigations, and own the resolution process to keep customers satisfied.

Responsibilities include triaging issues, collaborating with stakeholders, maintaining documentation, and delivering timely updates. The role requires good English, strong analytical skills, and willingness to travel or work