{"id":3267706,"url":"https://alion.io/job/avepoint-project-support-engineer-nightshift","title":"Project Support Engineer (Nightshift)","company":{"id":95172,"name":"AvePoint","domain":"avepoint.com","url":"https://alion.io/company/avepoint-us","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":288,"ghost_share":0.247,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":145,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines","Cebu City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T07:52:03Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-28T08:44:29Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":1},"description":"About the position:\nAs a Project Support Engineer, you will 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. This role is for someone who values agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you! \n\nSpecific responsibilities include, but are not limited to:\n1. First-Level Customer Support\nReceive and respond to support requests through email, ticketing systems, chat, or phone.\nAct as the first point of contact for users experiencing technical issues.\nAcknowledge requests promptly and set appropriate expectations.\nMaintain professional, courteous, and customer-focused communication.\n2. Basic Technical Troubleshooting\nDiagnose and resolve common technical issues using approved troubleshooting procedures.\nAssist with login issues, password resets, account access, installation, and basic configuration.\nPerform initial checks and gather error messages, screenshots, logs, and other relevant information.\nFollow knowledge base articles, standard operating procedures (SOPs), and troubleshooting guides.\n3. Ticket Management and Documentation\nCreate, categorize, prioritize, and assign support tickets correctly.\nDocument troubleshooting steps, findings, customer communications, and resolutions.\nUpdate ticket statuses and ensure records are complete and accurate.\nMonitor assigned tickets and follow up on pending customer responses or actions.\n4. Escalation and Coordination\nEscalate issues that exceed L1 access, knowledge, or troubleshooting authority.\nProvide complete investigation details before escalating to L2, L3, developers, or other relevant teams.\nFollow up on escalated cases and communicate updates to customers.\nIdentify recurring issues and report potential service-impacting problems.\n5. Compliance with SOPs and Support Processes\nFollow defined workflows, support policies, and escalation procedures.\nObserve Service Level Agreements (SLAs), including response and resolution targets.\nComply with security, privacy, access-control, and data-handling requirements.\nAvoid unauthorized system changes or actions outside assigned permissions.\n6. Knowledge Management and Continuous Learning\nUse existing knowledge base articles to improve resolution efficiency.\nIdentify gaps in troubleshooting documentation and suggest improvements.\nParticipate in product training, knowledge-sharing sessions, and team discussions.\nBuild technical knowledge to handle a wider range of issues independently.\nWhat you will bring to our team:\nBA/BS Degree in any IT related field (IT/Computer Science/Computer Engineering)\n2-3 years of technical software support/project support/applications support experience\nExcellent communication skills and able to interact professionally with a diverse group, managers, executives and SMEs.\nStrong analytical and troubleshooting skills\nPro-active, customer focused and comfortable dealing with clients directly.\nOrganized, meticulous and able to work independently.\nCurrent work schedule is permanent nightshift\nThis job can provide a great opportunity for employee to travel abroad and work onsite on a short or long-term basis.\nWhat’s in it for you?\nHMO coverage from day 1 of employment (plus 2 free dependents)\nGroup life insurance (upon regularization)\nWellness Reimbursement Program (upon regularization)\nPaid annual and sick leaves (convertible into cash)\nPaid compassionate leave (5 days)\nEmployee Dedication Award (years of service)\nEmployee Referral Bonus Program\nPromoting diversity and inclusion\nBusiness Travel Opportunity (Top Performers)\nCompetitive compensation package, Performance bonuses/incentives\nCareer growth & advancement opportunities\nAvePoint 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. \nAny 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.","description_format":"text","description_chars":4650,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Governance & Catalogs","Security Compliance","Backup & Disaster Recovery"],"lifecycle":[{"event":"open","at":"2026-10-26T10:12:51Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":145,"reasons":["conf:1","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/avepoint-project-support-engineer-nightshift","json_url":"https://alion.io/job/avepoint-project-support-engineer-nightshift.json","meta":{"generated_at":"2026-10-28T11:25:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14946,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":95172},"rest":"https://alion.io/mcp/rest/get_company?id=95172"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Favepoint-project-support-engineer-nightshift"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Favepoint-project-support-engineer-nightshift"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Favepoint-project-support-engineer-nightshift"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/avepoint-project-support-engineer-nightshift\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Favepoint-project-support-engineer-nightshift"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3267706}},{"tool":"search_jobs","arguments":{"company":"avepoint.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3267706},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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