About AvePoint:
Collaborate with confidence. AvePoint provides the most advanced platform to optimize SaaS operations and secure collaboration. More than 9 million cloud users rely on our solutions. Founded in 2001, AvePoint is a five-time Global Microsoft Partner of the Year and headquartered in Jersey City, New Jersey. For more information, visit https://www.avepoint.com.
At AvePoint, we are committed to investing in our people. Agility, passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career, make an impact, and own (y)our future. Unleash the power of you!
About the role:
AvePoint is excited to provide the opportunity for a Senior Technical Escalation Specialist.
Key responsibilities:
- Troubleshoot and resolve advanced technical issues related to AvePoint products and services.
- Provide proactive tier-3 support for AvePoint cloud products and ensure quick root cause analysis as well as resolution for customer escalated issues.
- Lead customer escalations and coordinate resolution efforts with key engineering stakeholders, ensure critical client SLAs are met and customer escalations are resolved within agreed upon timelines.
- Lead product improvements by proactively monitoring trends and customer escalations and provide improvement feedback to R&D teams to reduce volume of future customer escalations.
- May telecommute. Commutability to the office required.
- Must have a Bachelor’s degree in Computer Science or a related field and 36 months of experience in the job offered or a Senior Technical Escalation Specialist-related occupation.
- When applying, please reference job 11515.47.5.
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.
