Technical Support Analyst

AvePoint; Manila; Hybrid; PHP 334,800 - 558,000; Full time

Benefits offered by this job

HMO coverage from day 1

Paid annual and sick leaves

Team collaboration

Career growth opportunities

Job summary

AvePoint in Cebu City is looking for a Technical Support Analyst to provide expert assistance to enterprise customers in resolving technical issues with our software solutions.

The ideal candidate will have a BA/BS Degree in an IT-related field, experience in technical support, and strong communication skills. Join us for a hybrid work setup that includes both remote and onsite work.

Qualifications

• 1 to 5 years of technical software support or help desk experience preferred.
• Ability to work independently and in a collaborative environment.
• Strong interest or experience with Microsoft technology stack.

Responsibilities

• Become an expert in our product suite and work hands-on with Microsoft technologies.
• Deliver effective resolutions and answers to customer issues.
• Serve as the support contact for customers.

Skills

Technical software support

Customer service

Microsoft technologies

Communication skills

Analytical skills

Education

BA/BS Degree in IT related field

Tools

SharePoint

Office 365

Azure

SQL Server

Windows Server

IIS

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, visit www.avepoint.com.

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.

Your Responsibilities Will Include

• Product Support: 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. Analyse and troubleshoot software issues through the use of internal logging and development resources.
• Customer Service: Utilize your knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries. Become a trusted customer advocate by ensuring we are prompt and professional with all engagements, whether by phone or email. Help customers maximise their use of our products by overcoming any challenges throughout implementation and general use.
• Serve as the support contact for customers – regularly connecting via phone, email, and remote sessions.
• Analyse complex issues by reviewing product‑specific logs and utilising 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.

Other Qualities We Look For

• 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)
• 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)
• Work Schedule: PH Night shift (US Eastern)
• Hybrid Setup – 2 days WFH, 3 days Onsite
• Location: Cebu IT Park, Cebu City

What’s in it for you?

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularisation)
• 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

Additional Information

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.