Customer Success Engineer, US (Night Shift)

Overview

Do you have a strong passion for technical enablement and problem solving? Does the idea of being a trusted technical resource excite you? We are seeking a highly motivated individual who is interested in working hand in hand with our Customer Success Team to assist with the adoption, enablement, configuration, and utilization of class leading solutions. 

What will you be doing?

The Customer Success Engineer serves as a strategic technical resource to our Customer Success Team. The CS Engineer works hand in hand with the Customer Success Team on Customer engagements to assist in adoption, enablement, configurations, technical recommendations, and utilization advice. 

Responsibilities will include:

• Work as part of a team to respond to digital customer engagement strategies including but not limited to technical product health checks, 30/60/90 day time to value customer engagements throughout onboarding stage, and “call to action” response from Gainsight workflows
• Proactively engage customers who are displaying low product adoption and work with said customers to help deploy value-add use cases
• Identify customers that have responded to NPS and CSAT surveys with low sentiment scores and engage those customers to identify and rectify the reason for low sentiment
•  Partner with Customer Success and/or Product Marketing to develop and run “Customer Office Hours” meant to drive / influence product adoption across customer base
• Contribute to production of “How-To” product videos to help liaise customers throughout product usage and expansion
• Provide advice and best practice recommendations for Customers to overcome challenges and meet business needs leveraging our solutions through virtual workshop sessions
• Conduct functionality and logic investigations to ensure solutions will meet Customer needs
• Act as an internal technical resource for our Customer Success Team including answering technical questions, providing functionality advice and strategic insight.
• Recognizing and understanding Account strategy to provide meaningful recommendations
•  Lead Customer workshop sessions maintaining a high degree of cohesion and forward thinking
• Manage At-Risk Clients via proactive engagement and facilitate Internal coordination
• Contribute to / participate in the creation of customer facing content which help promote and influence customers’ deployment and/or further adoption of the AvePoint Confidence Platform, including but not limited to “How-To” videos, use case blogs, design documents, functional specifications, etc.

OK, I’m interested… is this the job for me?  

You serve as a technical resource for our Customer Success Team which means you will need in-depth technical knowledge as well as strong communication skills. You will work closely with our Customer Success Managers and our Sales Team on specific Customers as well as other departments and will need to demonstrate high levels of professionalism both internally and externally. 

Other qualities of a good fit for this role:

• BA/BS Degree (Computer Science/Engineering majors preferred) with 2-3 years of work experience in a technical field
• 2+ years of technical software support or help desk experience 
• Excellent communication, organization, presentation, and stakeholder management skills
• Comfortable making outbound phone calls
• Ability to work individually and utilize resources effectively to overcome challenges 
• Motivation to learn and adapt in a fast-paced environment 
• Amenable to a hybrid work arrangement (2 days remote and 3 days onsite per week) and comfortable working a night shift schedule (US time)

Knowledge in the following areas:

• Understanding of Microsoft SharePoint and Microsoft 365 architecture, components, and configurations 
• Understanding of AvePoint Online Services (AOS) components, configurations and typical use cases 
• Familiarity with Microsoft SQL and networking technologies (TCP/IP, DHCP, DNS, Active Directory, SMTP and DHCP technologies) 
• Experience testing and performing updates to a live Production environment
• Competency in end-to-end functionality testing 
• Ability to install, configure and troubleshoot Windows Server 
• Understanding of data governance, compliance, and protection 
• Knowledge on an enterprise content management system is preferable 

What’s in it for you?

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularization)
• Wellness Reimbursement Program (upon regularization)
• Paid annual and sick leaves (convertible into cash)
• Paid compassionate leave (5 days)
• Employee Dedication Award (years of service)
• Employee Referral Bonus Program
• Promoting diversity and inclusion
• Business Travel Opportunity (Top Performers)
• Hybrid Working Arrangement (3 days onsite & 2 days' work-from-home)
• Competitive compensation package, Performance bonuses/incentives
• Career growth & advancement opportunities

         *Terms and conditions apply

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drive 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.

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