Service Engineer (IT/SaaS-focused)

About AvePoint: 

Beyond Secure. AvePoint is the global leader in data security, governance, and resilience, going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit 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:

As a Service Engineer at AvePoint, you will be part of the Client Services team, providing professional services to clients using AvePoint, Microsoft, and related technologies. Your work will follow industry best practices to enhance clients' technological investments, collaborating with consultants and project managers to ensure alignment with client schedules and objectives. 

Key Responsibilities: 

• Deployment & Migration: Lead deployment and migration-centric services.
• Project Delivery: Manage multi-phase, high-complexity projects.
• Client Workshops: Conduct workshops to capture critical requirements and drive positive business outcomes.
• Communication: Maintain professionalism, manage client expectations, and handle escalations.
• Collaboration: Work with Sales, Support, Customer Success, Technical Account Management, Development, and Product Strategy teams. 

Project Management & Sales Support:

• Tracking & Reporting: Collaborate with project teams, complete time tracking tasks, and update project managers on status. 
• Budget Management: Ensure projects are completed within budgeted hours and track milestones.
• Opportunity Pursuit: Generate opportunities, create collateral, and conduct customer-facing sessions.
• Sales Management: Manage sales expectations, identify change requests, and support leads through closure.
• Cross-Department Coordination: Orchestrate participation from various departments to support deals. 

Professional Development:

• Core Values: Demonstrate AvePoint's values of Agility, Teamwork, and Passion.
• Certifications: Maintain and renew certifications (SharePoint, Office 365, Azure).
• Product Knowledge: Stay updated on AvePoint products and Microsoft updates and maintain competence in AvePoint products and Microsoft 365. 

What you will bring to our team: 

• BA/BS degree 
• 3-5+ years of relevant engineering and services experience 
• Administrator level knowledge of and mastery of Microsoft 365 (SharePoint Online, Groups, Teams, Exchange, Viva Engage)
• Solid understanding of agile development and delivery methodologies
• Operational knowledge of the Microsoft PowerPlatform (Power Apps, Power Automate)
• Operational knowledge of the Google Suite
• Functional knowledge of AI based technologies including Microsoft Co-Pilot, OpenAI’s ChatGPT, and Google Gemini 
• General understanding of application development, data science, and system design 
• Exceptional verbal and written communication skills 
• Strong organizational skills, extremely high attention to detail, and ability to manage multiple time-sensitive projects concurrently 
• Comfortable working autonomously and collaboratively  
• Awareness of new and emerging Microsoft technologies
• PMP Certification and Certified Scrum Master highly recommended

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.