Project Support Engineer (Nightshift)
AvePoint · Manila
About the position:
As a Project Support Engineer, you will provide Level 1 and Level 2 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. This role is for someone who values agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you!
Specific responsibilities include, but are not limited to:
1. First-Level Customer Support
- Receive and respond to support requests through email, ticketing systems, chat, or phone.
- Act as the first point of contact for users experiencing technical issues.
- Acknowledge requests promptly and set appropriate expectations.
- Maintain professional, courteous, and customer-focused communication.
2. Basic Technical Troubleshooting
- Diagnose and resolve common technical issues using approved troubleshooting procedures.
- Assist with login issues, password resets, account access, installation, and basic configuration.
- Perform initial checks and gather error messages, screenshots, logs, and other relevant information.
- Follow knowledge base articles, standard operating procedures (SOPs), and troubleshooting guides.
3. Ticket Management and Documentation
- Create, categorize, prioritize, and assign support tickets correctly.
- Document troubleshooting steps, findings, customer communications, and resolutions.
- Update ticket statuses and ensure records are complete and accurate.
- Monitor assigned tickets and follow up on pending customer responses or actions.
4. Escalation and Coordination
- Escalate issues that exceed L1 access, knowledge, or troubleshooting authority.
- Provide complete investigation details before escalating to L2, L3, developers, or other relevant teams.
- Follow up on escalated cases and communicate updates to customers.
- Identify recurring issues and report potential service-impacting problems.
5. Compliance with SOPs and Support Processes
- Follow defined workflows, support policies, and escalation procedures.
- Observe Service Level Agreements (SLAs), including response and resolution targets.
- Comply with security, privacy, access-control, and data-handling requirements.
- Avoid unauthorized system changes or actions outside assigned permissions.
6. Knowledge Management and Continuous Learning
- Use existing knowledge base articles to improve resolution efficiency.
- Identify gaps in troubleshooting documentation and suggest improvements.
- Participate in product training, knowledge-sharing sessions, and team discussions.
- Build technical knowledge to handle a wider range of issues independently.
What you will bring to our team:
- BA/BS Degree in any IT related field (IT/Computer Science/Computer Engineering)
- 2-3 years of technical software support/project support/applications support experience
- Excellent communication skills and able to interact professionally with a diverse group, managers, executives and SMEs.
- Strong analytical and troubleshooting skills
- Pro-active, customer focused and comfortable dealing with clients directly.
- Organized, meticulous and able to work independently.
- Current work schedule is permanent nightshift
- This job can provide a great opportunity for employee to travel abroad and work onsite on a short or long-term basis.
What’s in it for you?
- HMO coverage from day 1 of employment (plus 2 free dependents)
- Group life insurance (upon regularization)
- Wellness Reimbursement Program (upon regularization)
- Paid annual and sick leaves (convertible into cash)
- Paid compassionate leave (5 days)
- Employee Dedication Award (years of service)
- Employee Referral Bonus Program
- Promoting diversity and inclusion
- Business Travel Opportunity (Top Performers)
- Competitive compensation package, Performance bonuses/incentives
- Career growth & advancement opportunities
AvePoint is proud to employ talent from many different backgrounds, experiences and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.
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