Technical Support Analyst

AvePoint; Makati; Hybrid; PHP 360,000 - 540,000; Full time

Benefits offered by this job

HMO from day 1

Paid leaves

Hybrid work arrangement

Career growth opportunities

Performance bonuses

Referral program

Job summary

AvePoint is seeking aTechnical Support Analyst in the Philippines to support enterprise customers and resolve complex software issues. You will collaborate with product teams and account managers to deliver effective solutions while deepening technical expertise.

The role requires 1–5 years in tech support, a BA/BS in IT, and willingness to work permanent night shifts. A strong command of written and spoken English and a team-oriented mindset are essential.

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)
• Amenable to working permanent night shift (required)
• Excellent written and verbal communication skills
• 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)
• Strong problem solving and customer service skills
• Team player who thrives on working collaboratively with both internal and external teams

Responsibilities

• Become an expert in our product suite and work hands-on with Microsoft technologies – including SharePoint, Office 365, Azure, SQL Server, Windows Server, and IIS
• Support our customers by providing solutions that resolve and simplify complex technical issues in the Microsoft Cloud
• Analyze and troubleshoot software issues through the use of internal logging and development resources
• Utilize your knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries
• Serve as the support contact for customers – regularly connecting via phone, email, and remote sessions
• Analyze complex issues by reviewing product-specific logs and utilizing root cause analysis skills
• Oversee interdepartmental collaboration to help ensure prompt delivery of customer requests
• Contribute to public-facing articles based on found issues in our software
• Learn about our technology – including release updates and new products – through on-the-job training and education

Skills

Microsoft technology stack

SharePoint

Office 365

Azure

SQL Server

Windows Server

IIS

Education

BA/BS in IT-related field

Job description

About the role

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.

Key responsibilities

• Become an expert in our product suite and work hands-on with Microsoft technologies – including SharePoint, Office 365, Azure, SQL Server, Windows Server, and IIS

• Support our customers by providing solutions that resolve and simplify complex technical issues in the Microsoft Cloud

• Analyze and troubleshoot software issues through the use of internal logging and development resources

• Utilize your knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries

• Serve as the support contact for customers – regularly connecting via phone, email, and remote sessions

• Analyze complex issues by reviewing product-specific logs and utilizing root cause analysis skills

• Oversee interdepartmental collaboration to help ensure prompt delivery of customer requests

• Contribute to public-facing articles based on found issues in our software

• Learn about our technology – including release updates and new products – through on-the-job training and education

About you

• 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)

• Amenable to working permanent night shift (required)

• Excellent written and verbal communication skills

• 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)

• Strong problem solving and customer service skills

• Team player who thrives on working collaboratively with both internal and external teams

Benefits

• HMO coverage from day 1 of employment (+ 2 free dependents on your first day)

• Paid annual and sick leaves (convertible into cash)

• Paid compassionate leave (5 days)

• Employee Dedication Award (Years of service)

• Employee Referral Bonus Program

• Business Travel Opportunity (Top Performers)

• Hybrid Working Arrangement

• Competitive compensation package, Performance bonuses/incentives

• Career growth & advancement opportunities