Technical Support Analyst

Avepoint; Compostela; Hybrid; PHP 223,000 - 446,000; Full time

Benefits offered by this job

HMO from day 1

Group life insurance

Wellness Reimbursement

Paid annual and sick leaves

Compensation package with incentives

Job summary

AvePoint is seeking a Technical Support Analyst in Cebu City, Philippines. You will be the main point of contact for enterprise customers, troubleshooting complex issues in a technical environment and delivering effective resolutions with Microsoft technologies.

The role involves collaboration with cross-functional teams, learning on the job, and a rotating shift in a hybrid setup (2 days WFH, 3 days onsite).

Qualifications

• BA/BS in IT or related field
• 1–5 years in technical software support or help desk
• Excellent written and verbal communication
• Strong customer-focused problem solving with Microsoft tech stack

Responsibilities

• Serve as main contact for customers via phone, email, and remote sessions
• Troubleshoot and resolve technical issues in AvePoint software
• Collaborate with product and engineering teams to address root causes
• Analyze logs and use diagnostic tools to identify solutions
• Create knowledge articles and contribute to public-facing docs
• Stay up-to-date with product releases and updates

Skills

Technical support

Customer service

Problem solving

Communication

Education

BA/BS IT related field

Tools

SharePoint

Office 365

Azure

SQL Server

Windows Server

IIS

Job description

Technical Support Analyst

Salary : ₱3 monthly

Company : Avepoint Job Type : Full Time Cebu City, Philippines

Job Description - Technical Support Analyst

About AvePoint:

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 in a high-exposure support position assisting our enterprise customers and resolving technical issues with our software solutions. Working with your colleagues, developers, product managers, and account managers, you will have the opportunity to develop your technical and leadership skills through 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, I’m interested… i s this the job for me ?

Welcome for 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,you’rethe 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)
• Excellentwritten and verbalcommunication skills
• 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: Rotating 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
• 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.