Technical Support Analyst

AvePoint•Richmond, VA

About The Position

Are you a problem-solver with a passion for tech, cloud solutions, and AI? As a Support Engineer, you won’t just solve issues—you’ll be a vital part of a team that keeps our cloud-based services running smoothly and ensures our customers stay ahead in a fast-evolving digital world. If you want to launch your career at the intersection of customer success and cutting-edge technology, this is the role for you. As a Support Engineer, you'll be on the front lines of customer interaction, helping our enterprise clients tackle technical challenges within our software ecosystem. Collaborate with a dynamic team of developers, product experts, and customer success managers to deepen your expertise in troubleshooting and cloud support.

Requirements

BA/BS in an IT-related field (Computer Science is a plus!)
3+ years of experience in technical support, IT helpdesk, or cloud support
Exceptional communication skills and a strong customer-focused approach
2+ years of experience in the Microsoft tech stack (Azure, SharePoint, Microsoft 365, Windows Server, SQL Server, and IIS)
Hold one or more Microsoft certifications or equivalent
The ability to quickly learn and troubleshoot multiple proprietary software products

Responsibilities

Become an authority on our software suite, mastering Microsoft technologies and cloud platforms like Azure and Office 365. You'll analyze and troubleshoot software issues, using insights from data logs and development resources to solve complex issues in the Microsoft Cloud.
Be a trusted advocate for our customers by offering effective, empathetic, and fast solutions via phone, email, and remote support sessions. Your knowledge will guide customers through the implementation and optimization of our products, ensuring they maximize the benefits of our cloud-based and AI-enhanced tools.
Work closely with cross-functional teams to resolve issues and enhance our products. From reviewing logs to conducting root cause analysis, you'll play a key role in ensuring technical issues are swiftly addressed.
Share your findings with a wider audience by contributing to public-facing articles that help customers resolve common issues. Your insights will help shape a knowledge base for our community.
Stay on top of the latest tech trends and our product updates through hands-on learning, giving you an edge in cloud, AI, and Microsoft-based support.