Junior - Middle Technical Support Engineer (L2)

2 weeks ago

Hanoi, Hanoi, Vietnam AvePoint Full time ₫1,200,000 - ₫3,600,000 per year

Company DescriptionAvePoint is the global leader in data security, governance, and resilience, enabling organizations to collaborate with confidence. With over 25,000 customers worldwide, AvePoint's solutions secure critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint's platform is trusted globally and available in more than 100 cloud marketplaces. The company also boasts a strong channel partner program with about 5,000 managed service providers, value-added resellers, and systems integrators.What will be doingAs a Technical Support Engineer, you provide Level Junior - Middle Support to existing clients,serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues.Your job is to work closely with R&D Team by conducting preliminary investigations i.e., replicatingthe reported issues raised and communicated to the support software engineers and Quality assuranceengineers of your findings to facilitate in bug fixing.Job description• Being a representative for project-specific customer technical inquiries and issues, takingownership and bringing resolution.• Ensure customer satisfaction in Project Support and Maintenance.• Collect information and perform deep-dive analysis, diagnosis, and troubleshooting.• Commit to SLA for response and resolution; troubleshoot and perform root cause analysis oftechnical issues.• Manage the status of issues raised and ensure they are resolved effectively in a timely manner.• Continually evaluate existing processes to streamline and enhance customer support activities.• Manage and keep track of change requests, bug fixes, and system update deploymentdocumentation.• Prepare weekly statistical reports and present professionally in weekly progress meetings withclients.• Prepare and maintain user manuals, documentation, and version history, as well as releasenotes for upcoming enhancement releases.• Conduct training/hand-holding sessions with users to guide troubleshooting and resolvesoftware issues or problems.• Generate reports and write documentation such as maintenance guides and monthly casereports.Requirements• Preferably >1 year of experience in the IT industry managing large-scale application support.• Strong technical development background and experience with the full project lifecycle.• Proactive, customer-focused, and comfortable dealing directly with clients and vendors.• Good English with excellent communication skillsWork Location• 4F Artemis Building, Le Trong Tan street, Thanh Xuan district, Ha NoiBenefits• 5-day workweek.• Young & vibrant working environment with great career development opportunities.• Social insurance, medical insurance, and unemployment insurance are based on actual salary.• Review performance to adjust salary twice a year.• Regular team building events & internal activities (weekly happy hour, quarterly team buildingevents, Lunar New Year parties, etc.)•Have chance on-site SingaporeContactHaley Pham / /

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