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Support Engineer (Johor Bahru)AvePoint · Johor Bahru, Johor, Malaysia
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AvePoint

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Support Engineer (Johor Bahru)

🗓️ Posted 2026-08-24 Johor Bahru, Johor, Malaysia Hybrid ICT
💰 Salary Not shared 📊 Market RM3,500–RM5,500/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. As a Support Engineer, you 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 i.e., replicating the reported issues raised and communicate to the support software engineers and Quality assurance engineers of your findings to facilitate in bug fixing.

Responsibilities

  • ● Being a representative for project-specific customer inquiries and issues that you will take ownership and bring resolution.
  • ● Ensure customer satisfaction in Project Support and Maintenance.
  • ● Collect information and perform deep-dive analysis, diagnosis, and troubleshoot.
  • ● Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues.
  • ● Communicate efficiently with the customer and the Internal R&D team on the bug fixes needed.
  • ● Manages the status of issues raised and ensure they are resolved effectively in a timely manner.
  • ● Continually evaluate existing processes to streamline and enhance customer support activities.
  • ● Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations.
  • ● Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients.
  • ● Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.
  • ● Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems.