Application Support Engineer (3-5 years exp.)

About the role

AvePoint is looking for an Application Support Engineer with 3-5 years of experience. You will provide Level 1 and Level 2 support to existing clients, act as the main point of contact for reported issues, and work closely with the R&D team to help fix bugs. The role suits people who enjoy challenging IT environments and want to build their IT and communication skills.

Key responsibilities

• Represent the project for customer inquiries and issues, taking ownership until they are resolved
• Ensure customer satisfaction in project support and maintenance
• Investigate, diagnose and troubleshoot issues, commit to SLAs and perform root cause analysis
• Communicate with customers and the internal R&D team about the bug fixes needed
• Track issue status so they are resolved in a timely manner
• Evaluate and improve existing support processes
• Manage change requests, bug fixes and system update deployment documentation
• Prepare weekly statistics reports and present them in client progress meetings
• Maintain user manuals, version control and release notes for upcoming enhancements
• Run training and hand-holding sessions with users to help them troubleshoot

Required profile

• Minimum diploma in Information Technology, Computer Science or Computer Engineering
• At least 1 year of experience in the IT industry managing large-scale application support (preferred)
• Proactive, customer-focused and comfortable dealing with clients and vendors directly
• Excellent communication skills with executives, managers and subject matter experts
• Team player who works well under tight deadlines and takes ownership
• B2B service delivery experience preferred; vendor-based software delivery experience preferred
• Ability to converse with Mandarin-speaking clients

Required skills

• Service management awareness preferred
• Software development and Microsoft SQL Server experience is an advantage