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Support Engineer (English & Mandarin)AvePoint · Kuala Lumpur, Kuala Lumpur, Malaysia
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AvePoint

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Support Engineer (English & Mandarin)

🗓️ Posted 2026-08-24 Kuala Lumpur, Kuala Lumpur, Malaysia Hybrid ICT
💰 Salary Not shared 📊 Market RM4,500–RM7,500/mo

About the Company

The Unifying Trust Layer for AI AvePoint is the global leader in data protection, unifying data security, governance, and resilience to provide a trusted foundation for AI. More than 28,000 customers rely on the AvePoint Confidence Platform to secure, govern, and rapidly recover data across Microsoft, Google, Salesforce, and other cloud environments. With a single platform for lifecycle control, multicloud governance, and rapid recovery paired with clear ownership across the business, we prevent overexposure and sprawl, modernize legacy and fragmented data, and minimize data loss and interruption. Our global partner ecosystem includes 6,000 MSPs, VARs, and SIs, and our solutions are available in over 100 cloud marketplaces. To learn more, visit www.avepoint.com. Data Security Software Products Specialties: SharePoint Governance, SharePoint Migration, SharePoint Management, SharePoint Integration, SharePoint Optimization, SharePoint Reporting, SharePoint Protection, Office 365 Migration, Office 365 Management, Office 365 Protection, Office 365 Governance, Microsoft Teams Governance, Power Platform Governance

About the Role

We are seeking bright and friendly individuals with excellent communication skills, willingness to learn and apply new technology and a track record for providing great customer service. You will have opportunities to work in a variety of challenging IT environments to quickly build up your IT and communication skills.

Responsibilities

  • ● Represent project specific customer inquiries and issues, taking ownership and delivering resolutions.
  • ● Ensure customer satisfaction in project support and maintenance.
  • ● Collect information and perform deep diving analysis, diagnosis, and troubleshooting.
  • ● Commit to SLA for response and resolution, troubleshoot, and perform root cause analysis of technical issues.
  • ● Communicate efficiently with customers and the internal R&D team about required bug fixes.
  • ● Manage the status of raised issues and ensure they are resolved effectively and in a timely manner.
  • ● Continuously evaluate existing processes to streamline and enhance customer support activities.
  • ● Manage and track change requests, bug fix status, and system update deployment documentation.
  • ● Prepare weekly statistical reports and present them professionally in weekly progress meetings with clients.
  • ● Prepare and track user manual documentation and versions, as well as release notes for upcoming enhancement releases.
  • ● Conduct training and hand holding sessions with users, guiding them to troubleshoot the system to resolve software issues or problems.