Application Support Engineer at AvePoint

<h2 data-section-id="1i9858e" data-start="1768" data-end="1793">What You Will Be Doing</h2> <p data-start="1795" data-end="1953">As an Application Support Engineer, you will play a critical role in supporting enterprise applications and ensuring smooth system operations for our clients.</p> <p data-start="1955" data-end="2166">You will work closely with customers, project teams, developers, QA engineers, and R&amp;D teams to investigate issues, troubleshoot application problems, perform root cause analysis, and drive issues to resolution.</p> <p data-start="2168" data-end="2346">This role is ideal for candidates who enjoy technical troubleshooting, system investigations, SQL queries, APIs, log analysis, and client interaction in a fast-paced environment.</p> <p data-start="2168" data-end="2346">&nbsp;</p> <p></p> <h2 data-section-id="18w7bso" data-start="2353" data-end="2376">Key Responsibilities</h2> <ul data-start="2378" data-end="3396"> <li data-section-id="1cwvreq" data-start="2378" data-end="2449">Being a representative for project-specific customer inquiries and issues that you will take ownership and bring&nbsp;resolution.</li> <li data-section-id="1cwvreq" data-start="2378" data-end="2449">Ensure customer satisfaction in Project Support and Maintenance</li> <li data-section-id="1cwvreq" data-start="2378" data-end="2449">Provide Level 1 and Level 2 application support to enterprise clients</li> <li data-section-id="7xlqta" data-start="2450" data-end="2528">Investigate, troubleshoot, and resolve application and system-related issues</li> <li data-section-id="1dd7a4r" data-start="2529" data-end="2613">Perform root cause analysis and replicate reported issues for deeper investigation</li> <li data-section-id="11g6lp9" data-start="2614" data-end="2706">Work closely with developers and QA teams to facilitate bug fixing and system improvements</li> <li data-section-id="1wj4vqt" data-start="2707" data-end="2773">Monitor and manage support tickets while ensuring SLA compliance</li> <li data-section-id="1b5qxj" data-start="2774" data-end="2846">Analyze logs, system behavior, and database records to identify issues</li> <li data-section-id="14hl8cr" data-start="2847" data-end="2928">Support system testing activities including SIT, UAT, and production validation</li> <li data-section-id="1pr4n8d" data-start="2929" data-end="3004">Assist in application deployment activities, patches, and release support</li> <li data-section-id="1bu47rg" data-start="3005" data-end="3125">Maintain proper documentation including issue tracking, release notes, user guides, and troubleshooting knowledge base</li> <li data-section-id="1hrd47k" data-start="3126" data-end="3217">Conduct user training and provide guidance to clients on system usage and troubleshooting</li> <li data-section-id="1vch509" data-start="3218" data-end="3331">Communicate professionally with internal teams and external stakeholders regarding issue status and resolutions</li> <li data-section-id="797x8p" data-start="3332" data-end="3396">Continuously improve support processes and customer experience</li> </ul> <p>&nbsp;</p> <p></p> <h2 data-section-id="1q2ph07" data-start="3403" data-end="3429">What We Are Looking For</h2> <ul> <li data-section-id="1abzt5o" data-start="3431" data-end="3540">Diploma or Degree in Information Technology, Computer Science, Software Engineering, or related disciplines</li> <li data-section-id="1ur1h3k" data-start="3541" data-end="3636"><strong>Min. 2–4 years of experience</strong> in <strong>Application Support / Technical Support / Production Support</strong> roles</li> <li data-section-id="1vtx8d0" data-start="3637" data-end="3697">Experience supporting web-based or enterprise applications</li> <li data-section-id="iv71cy" data-start="3698" data-end="3744">Strong troubleshooting and analytical skills</li> <li style="font-weight: bold;" data-section-id="1ytdlnb" data-start="3745" data-end="3802"><strong>Familiarity with SQL queries and database investigation</strong></li> <li data-section-id="m696qj" data-start="3803" data-end="3885">Exposure to <strong>APIs, logs investigation, or system monitoring tools</strong> is advantageous</li> <li data-section-id="159kzjo" data-start="3886" data-end="3972">Experience working with <strong>ticketing systems</strong> such as <strong>Jira, ServiceNow, or similar tools</strong></li> <li data-section-id="nyi314" data-start="3973" data-end="4045">Exposure to <strong>SIT/UAT testing or release support activities</strong> is preferred</li> <li data-section-id="9hc3cz" data-start="4046" data-end="4144">Good communication skills and ability to work with both technical and non-technical stakeholders</li> <li data-section-id="ljk5ay" data-start="4145" data-end="4224">Customer-oriented mindset with strong ownership and problem-solving abilities</li> <li>Able to converse with mandarin speaking clients.</li> </ul> <div class="content-conclusion"><p><span data-teams="true"><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak">Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our <a id="menur12n" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://www.avepoint.com/company/privacy-notice" target="_blank">Privacy Notice</a>.</span></span></p></div>