AvePoint - Application Support Engineer
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Requirements
• Diploma or Degree in Information Technology, Computer Science, Software Engineering, or related disciplines • Min. 2–4 years of experience in Application Support / Technical Support / Production Support roles • Application Support / Technical Support / Production Support • Experience supporting web-based or enterprise applications • Strong troubleshooting and analytical skills • Familiarity with SQL queries and database investigation • Exposure to APIs, logs investigation, or system monitoring tools is advantageous • APIs, logs investigation, or system monitoring tools • Experience working with ticketing systems such as Jira, ServiceNow, or similar tools • ticketing systems • Jira, ServiceNow, or similar tools • Exposure to SIT/UAT testing or release support activities is preferred • SIT/UAT testing or release support activities • Good communication skills and ability to work with both technical and non-technical stakeholders • Customer-oriented mindset with strong ownership and problem-solving abilities • Able to converse with mandarin speaking clients. • Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.
Responsibilities
• As an Application Support Engineer, you will play a critical role in supporting enterprise applications and ensuring smooth system operations for our clients. • You will work closely with customers, project teams, developers, QA engineers, and R&D teams to investigate issues, troubleshoot application problems, perform root cause analysis, and drive issues to resolution. • 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. • 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 • Provide Level 1 and Level 2 application support to enterprise clients • Investigate, troubleshoot, and resolve application and system-related issues • Perform root cause analysis and replicate reported issues for deeper investigation • Work closely with developers and QA teams to facilitate bug fixing and system improvements • Monitor and manage support tickets while ensuring SLA compliance • Analyze logs, system behavior, and database records to identify issues • Support system testing activities including SIT, UAT, and production validation • Assist in application deployment activities, patches, and release support • Maintain proper documentation including issue tracking, release notes, user guides, and troubleshooting knowledge base • Conduct user training and provide guidance to clients on system usage and troubleshooting • Communicate professionally with internal teams and external stakeholders regarding issue status and resolutions • Continuously improve support processes and customer experience
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