--- title: 'Support Engineer (English & Mandarin) at AvePoint' canonical: 'https://feeny.ai/job/support-engineer-english-mandarin-avepoint-kuala-lumpur-kuala-lumpur-k383ngf37xwk' type: 'job' last_seen: '2026-09-14' --- # Support Engineer (English & Mandarin) at AvePoint - **Company:** AvePoint - **Location:** Kuala Lumpur Kuala Lumpur, Malaysia - **Posted:** 2026-06-09 - **Last confirmed live:** 2026-09-14 - **Apply:** https://www.avepoint.com/careers/job-detail?gh_jid=7992005 ## Job description ## Overview 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. What will you be doing? 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. Your responsibilities will include: - 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. OK, I’m interested… is this the job for me? We look for people who value 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. Other qualities that you’ll need to be a fit for this role include: - Min Diploma in Information Technology/Computer Science/ Computer Engineering - Preferably > 1 year experience in IT Industry managing large-scale applications support - Pro-active, customer-focused, and comfortable dealing with clients/vendors directly. - Excellent communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts. - Highly energetic, motivated team player, able to work under tight timelines and pressure to participate in digital transformation journey - Good interpersonal skills, resourceful, take ownership - Organized, meticulous, and able to work independently - Strong analytical and troubleshooting skills - Delivered B2B services effectively and efficiently, aware of service management preferred. - Preference given to vendor–based software delivery experiences. - Experience in Software Development and Microsoft SQL Server will be an advantage - Able to converse with mandarin speaking clients. - Education: Bachelor's degree or above 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](https://www.avepoint.com/company/privacy-notice). ## About AvePoint ## Company Overview - **One-liner**: AvePoint is a global leader in data security, governance, and resilience, providing a unified platform to help organizations protect, manage, and optimize their data across Microsoft, Google, Salesforce, and other collaboration environments in an AI-driven world. - **Entity Type**: Public (NASDAQ: AVPT) - **Headquarters**: Jersey City, New Jersey, United States - **Founded**: 2001 - **Founders**: The company was founded by a team of entrepreneurs; the journey began in a public library in Somerset, New Jersey. ## Core Business - Primary industry/industries: Enterprise SaaS (Data Security, Governance, and Resilience) - Target customers: B2B, heavily focused on Enterprise and Government (including highly regulated industries) - Mission or purpose statement: To enable organizations to confidently embrace the future of work by simplifying collaboration, securing data, and unlocking the potential of AI. Their platform, the AvePoint Confidence Platform, acts as the "Trust Layer" for modern data challenges. ## Products & Services - **[AvePoint Confidence Platform]**: A unified, cloud‑native SaaS platform that integrates data security, governance, and resilience. It addresses four core data challenges: 1. **Digital Sprawl**: Scalable backup and granular restore from a single platform. 2. **Legacy & Fragmented Data**: Full lifecycle management from creation to retirement, including discovery and cleanup of Redundant, Outdated, and Trivial (ROT) data. 3. **Overexposed Data**: Visibility and least-privilege access controls, automated policy reviews, and configuration drift remediation. 4. **Data Loss & Interruption**: Proactive security and compliance controls to mitigate reputational risk. - **Specialized Solutions**: The platform includes specific tools for Microsoft 365 Copilot analytics, workspace management (MyHub), and rapid cloud backup (Cloud Backup Express). - **Certifications & Compliance**: The platform is certified against major standards including ISO 27001:2022, ISO 27701:2019, ISO 27017:2015, SOC 2 Type II, FedRAMP (Moderate), IRAP (Australia), and CSA STAR. ## Market Standing - **Valuation/Market Cap**: (Not publicly available from search results, but as a NASDAQ-traded company, this fluctuates. Check Yahoo Finance or a similar service for current data.) - **Key Metric**: Annual Revenue (Public) OR Total Funding (Private): **Public Company** - refer to SEC filings (10-K/10-Q) for the most recent quarterly/annual revenues. - **Notable Investors/Partners**: Deeply embedded partnership with **Microsoft** (has won the Global Microsoft Partner of the Year Award six times). Other key ecosystem partners include Google and Salesforce. - **Growth Signals**: - Serves **28,000+ customers** in **100 countries**. - Over **3,000 employees** globally, with a strategically distributed workforce (two-thirds in APAC). - Expanded FedRAMP authorization to include three new products in 2024. - Launched an **AI Lab in Singapore** in 2024 to drive industry-focused innovation. - Hosted across **14 global data centers**. ## Competitive Advantages - **Deep Microsoft Ecosystem Integration**: AvePoint is a long-standing, premier partner of Microsoft with one of the largest SaaS userbases in the Microsoft 365 ecosystem. Their history dates back to providing backup for SharePoint 2001. - **Comprehensive "Trust Layer"**: They are one of the few vendors to unify data security, governance, and resilience (backup & recovery) into a single platform, meeting the needs of highly regulated industries and governments. - **Highest Security Standards**: Holds extensive, globally recognized security and compliance accreditations (FedRAMP, SOC 2, ISO 27701, IRAP), making them a trusted partner for the public sector and regulated industries. - **Global Infrastructure & Support**: A strategically distributed global workforce and 14 data centers support data sovereignty requirements worldwide. ## Strategic Focus - **AI-Ready Data Governance**: Centered on the idea that AI is only as good as the data it uses. AvePoint focuses on helping organizations prepare, secure, and govern their data for AI adoption (e.g., providing benchmarking and analytics for Microsoft 365 Copilot). - **Serving the Public Sector**: Actively expanding its FedRAMP authorized product portfolio to capture more government business in the US and other regulated regions. - **Continued Platform Expansion**: Adding new analytics, workspace management, and rapid backup solutions to broaden the scope of the Confidence Platform. ## Why Work Here - **Award-Winning Culture**: Recognized as an **Inc. Best Workplace** (back-to-back), a **Built In Best Place to Work (2024)**, and a **Great Place to Work** (93% of US employees say it's a great place to work vs. 57% at a typical US-based company). Also received awards in the Philippines, Australia, and from kununu (Top 2025 Company). - **Culture & Values**: The company describes its culture with five core values and leadership behaviors: - **Ownership and Accountability** ("We take full accountability, set high standards...") - **Teamwork** ("promoting global collaboration and taking pride in helping, sharing, mentoring...") - **Agility** ("quick, informed decision-making... a growth mindset") - **Visionary and Practical** ("bold ideas... turning them into groundbreaking realities") - **Inclusive and Empathetic** ("Diversity is at the core of our success... fostering inclusive collaboration") - **Growth Trajectory**: With over 3,000 employees and a history of rapid growth, there are significant opportunities to make an impact and "craft your career." - **Global & Remote-Flexible**: Opportunities are available across **North America, APAC, and EMEA** in cities like Jersey City, New York, London, Singapore, Sydney, and many more. They also have remote positions in Poland and other locations. - **Entrepreneurial Spirit**: The company encourages a "builder" mindset, where employees are empowered to "seize" opportunities and take ownership. ## Sources 1. [Avepoint.com - Company Site](https://www.avepoint.com/) 2. [Avepoint.com - History Page](https://www.avepoint.com/history) 3. [Avepoint.com - Careers Page](https://www.avepoint.com/careers) 4. [LinkedIn - AvePoint](https://www.linkedin.com/company/avepoint) 5. [Great Place to Work - AvePoint](https://www.greatplacetowork.com/en/certified-company/7048881) ## Other roles at AvePoint - [Partner Activation Manager](https://feeny.ai/job/partner-activation-manager-avepoint-jersey-city-nj-avtb5wre0a7s) — Jersey City NJ, United States - [Systems Business Analyst](https://feeny.ai/job/systems-business-analyst-avepoint-arlington-va-k4yqxy0cmr83) — Arlington VA, United States - [Senior Account Executive - Public Sector](https://feeny.ai/job/senior-account-executive-public-sector-avepoint-melbourne-e0vxt56r9we0) — Melbourne, Australia - [OutSystems Developer (Johor Bahru)](https://feeny.ai/job/outsystems-developer-johor-bahru-avepoint-johor-bahru-johor-3bt8r4amehsk) — Johor Bahru Johor, Malaysia - [OutSystems Developer](https://feeny.ai/job/outsystems-developer-avepoint-kuala-lumpur-kuala-lumpur-zc897s1fv66s) — Kuala Lumpur Kuala Lumpur, Malaysia - [Director of Revenue Operations, GTM Performance](https://feeny.ai/job/director-of-revenue-operations-gtm-performance-avepoint-new-york-62wfksjjqc87) — New York, NY - [Campaign Operations Specialist](https://feeny.ai/job/campaign-operations-specialist-avepoint-manila-h3a6zah31t3t) — Manila, Philippines - [Enterprise Account Manager](https://feeny.ai/job/enterprise-account-manager-avepoint-melbourne-nk911ncj0yzk) — Melbourne, Australia - [Enterprise Account Manager](https://feeny.ai/job/enterprise-account-manager-avepoint-sydney-new-south-wales-0sy1xg6fbg2h) — Sydney New South Wales, Australia - [Partner Development Manager](https://feeny.ai/job/partner-development-manager-avepoint-toronto-28t9ddezsw4m) — Toronto, Canada