Technical Support Analyst

AvePoint Grad & Intern • Richmond, VA

20h

About The Position

AvePoint is a global leader in data management and data governance, with over 21,000 customers worldwide relying on their solutions to modernize the digital workplace across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint's global channel partner program includes over 3,500 managed service providers, value-added resellers, and systems integrators, with solutions available in over 100 cloud marketplaces. The company is committed to investing in its people, believing that agility, passion, and teamwork foster a culture where employees feel empowered to take initiative, learn from others, and craft their careers. The Support Analyst role is for individuals passionate about tech, cloud solutions, and AI, who want to be a vital part of a team keeping cloud-based services running smoothly and ensuring customers stay ahead in a fast-evolving digital world. This role is ideal for launching a career at the intersection of customer success and cutting-edge technology.

Requirements

• BA/BS in an IT-related field (Computer Science is a plus!)
• 1-5 years of experience in technical support, IT helpdesk, or cloud support
• Exceptional communication skills and a strong customer-focused approach
• 1+ years of experience with Microsoft tech stack (Azure, SharePoint, Microsoft 365, Windows Server, SQL Server, and IIS)
• A commitment to ongoing education in cloud technologies and AI

Nice To Haves

• Bilingual is a plus!

Responsibilities

• Analyze and troubleshoot software issues within the Microsoft Cloud, using insights from data logs and development resources.
• Provide effective, empathetic, and fast solutions to enterprise clients via phone, email, and remote support sessions.
• Guide customers through the implementation and optimization of AvePoint's cloud-based and AI-enhanced tools.
• Collaborate with cross-functional teams (developers, product experts, customer success managers) to resolve issues and enhance products.
• Review logs and conduct root cause analysis to ensure technical issues are swiftly addressed.
• Contribute to public-facing articles to help customers resolve common issues and shape a knowledge base for the community.
• Stay updated on the latest tech trends and product updates through hands-on learning.

Benefits

• Investing in our people
• Culture where you feel empowered to take initiative, learn from others and craft your career
• Continuous Learning & Development opportunities
• Commitment to creating a diverse and inclusive workplace
• Opportunity to shape the future of cloud-based support

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level