Application Support Engineer - Elevate Customer Experience

AvePoint; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

AvePoint in Singapore is seeking an Application Support Engineer to provide Level 1 and 2 support to existing clients, working closely with R&D to replicate issues and communicate findings.

You will own customer inquiries, ensure SLA, perform root cause analysis, prepare reports, and train users. Diploma in IT/CS/CE and 1+ year experience preferred; Mandarin-speaking ability is a plus.

Qualifications

• Min Diploma in Information Technology/Computer Science/ Computer Engineering.
• Preferably > 1 year experience in IT Industry managing large-scale applications support.
• Pro-active, customer-focused, and comfortable dealing with clients/vendors directly.
• Excellent communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Able to converse with mandarin speaking clients.
• Experience in Software Development and Microsoft SQL Server will be an advantage.

Responsibilities

• Provide Level 1 and Level 2 support to existing clients.
• Replicate reported issues and coordinate with R&D and QA to fix.
• Ensure SLA for response and resolution, troubleshoot and perform root cause analysis.
• Communicate efficiently with customers and internal teams on bug fixes.
• Manage issue status and ensure timely resolutions.
• Prepare weekly statistics and present progress in meetings with clients.
• Prepare and maintain user manuals and release notes for upcoming enhancements.
• Conduct training sessions with users to troubleshoot the system.

Skills

Communication skills

Troubleshooting

Customer service

Proactive

Education

Diploma in Information Technology/Computer Science/Computer Engineering

Tools

Microsoft SQL Server

Job description

AvePoint in Singapore is seeking an Application Support Engineer to provide Level 1 and 2 support to existing clients, working closely with R&D to replicate issues and communicate findings.

You will own customer inquiries, ensure SLA, perform root cause analysis, prepare reports, and train users. Diploma in IT/CS/CE and 1+ year experience preferred; Mandarin-speaking ability is a plus.