Technical Support Analyst

AvePoint; Cebu City; Hybrid; PHP 350,000 - 480,000; Full time

Benefits offered by this job

HMO coverage

Group life insurance

Wellness reimbursement

Paid leaves and compassionate leave

Employee referral program

Job summary

AvePoint is seeking a Technical Support Analyst in the Philippines (Cebu City) to deliver expert support for Microsoft-based solutions. You will work closely with product managers, developers, and account managers to resolve complex issues, share knowledge, and improve customer satisfaction.

The role offers a hybrid setup with nights shifts and on-site days. You will grow technical and leadership skills through ongoing training, collaborate across teams, and contribute to public-facing articles.

Qualifications

• 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)
• Ability to work independently and within a highly collaborative team environment
• Commitment to continuous education and drive 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: Night Shift
• Hybrid Setup - 2 days WFH, 3 days Onsite

Responsibilities

• Product Support: Becoming an expert in our product suite and working hands-on with Microsoft technologies – including SharePoint, Office 365, Azure, SQL Server, Windows Server, and IIS.
• Customer Service: Providing effective resolutions and answers to customer issues and inquiries, becoming a trusted customer advocate.
• Serving as the support contact for customers – regularly connecting via phone, email, and remote sessions.
• Analyzing complex issues by reviewing product-specific logs and utilizing root cause analysis skills.
• Overseeing interdepartmental 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.

Skills

Customer service

Troubleshooting

Technical support

Team player

Problem solving

Communication skills

Education

BA/BS Degree in IT-related field

Tools

SharePoint

Office 365

Azure

SQL Server

Windows Server

IIS

Job description

AvePoint is the global leader in data protection, unifying data security, governance, and resilience to provide a trusted foundation for AI. More than 28,000 customers rely on the AvePoint Confidence Platform to secure, govern, and rapidly recover data across Microsoft, Google, Salesforce, and other cloud environments. With a single platform for lifecycle control, multicloud governance, and rapid recovery paired with clear ownership across the business, we prevent overexposure and sprawl, modernize legacy and fragmented data, and minimize data loss and interruption. Our global partner ecosystem includes approximately 6,000 MSPs, VARs, and SI, and our solutions are available in over 100 cloud marketplaces. To learn more, visit www.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

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 inahigh-exposure support positionassistingour 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.

Yourresponsibilitieswillinclude:

• 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 issuesinthe MicrosoftCloud.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 andgeneral 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

OK, Im interested… is this the job for me?

Welookfor people who value 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.

As a Technical Support Analyst,yourethe 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.

Other qualities thatyou’llneed to bea fitfor this role include:

• 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)
• Work Schedule: Night Shift
• Hybrid Setup - 2 days WFH, 3 days Onsite
  

What’s in it for you?

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularization)
• Wellness Reimbursement Program (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

*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.