Job details

Enterprise Customer Support Engineer

Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most – driving your growth, while fuelling ours.

Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing.

As a trusted partner for intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Innovation and excellence run through our veins, and you will work with experts who are creating market-leading technologies, using Machine Learning and Artificial Intelligence, and an advanced and sophisticated tech stack.

We are looking for an experienced, highly skilled, and engaged technical engineer to join our team. Your main tasks will be to resolve customer tickets by understanding each request, troubleshooting it and ultimately finding a workaround or solution. Once you have resolved an issue you will create a knowledge base document to help customers and your colleagues to resolve it proactively. You will closely collaborate with the technical teams within ABBYY: your colleagues in Support, Development, DevOps and QA. In addition to the challenge of serving our customers, we challenge you to develop yourself by using Abbyy University courses. You can work in the office or from home.

To join our team we expect that you are highly motivated, flexible, thrive on resolving issues and working with business customers. You need to have at least 2 years of L2 technical support experience, troubleshooting Windows servers, Linux, and MSSQL databases or any other complex systems. You should be comfortable using and understanding SQL queries, looking for clues in various logs or traces, and be able to read some code.

Responsibilities:

• Resolve incoming Zendesk tickets from ABBYY B2B customers, predominantly via a web portal, sometimes via remote session;
• Troubleshoot technical issues either on a virtual system or on a screen-sharing session with the customer;
• Actively collaborate with your teammates and colleagues from other departments to find solutions;
• Write knowledge base articles to help customers even faster;
• Follow our well-documented procedures, guidelines, and policies.

Requirements:

• At least 2 years of experience working in L2 Technical Support, Professional Services, QA, DevOps or Development;
• IT skills: operating systems (Windows & Linux), databases (MsSQL, Oracle), networking (OSI model, TCP\IP), algorithms, programming basics;
• Experience in programming (C++);
• Basic knowledge of other languages of programming (Java or C#) is a plus;
• Great analytical skills to troubleshoot software problems;
• Good interpersonal and communication skills

Salary Range:

The anticipated base salary range for this position is between $80,000 and $100,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Here are some of our local benefits:

Three week's paid time off on top of 12 paid holidays, floating holidays, and holiday allowance increase based on tenure
Gym membership subsidy
Medical and dental insurance
Pet insurance
Employee Assistance Program
College Savings Plan
Travel assistance
401(k) with up to 4% employer match

At ABBYY you will:

Love how you work

We provide remote and hybrid working options to fit all lifestyles.
We use flexible hours across most of our teams to allow you to find your own definition of balance.
Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about.
To ensure your family is cared for, we offer paid parental leave in all our locations.

Love whom you work with

We are a global team of 800+ colleagues, spread across 15 countries on four continents.
With 30+ nationalities and ages ranging from 21 to 80, our workforce reflects the world.
Innovation and excellence run through our veins.
Our teams gather the expertise which has garnered ABBYY more than 140 technology patents.
We are guided by the values of respect, transparency, and simplicity. "Team Environment" is in the top three highest-scoring drivers of engagement across all of our departments.

Love what you work on

We are a company with more than 30 years of experience in the technology market.
Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK in our client portfolio.
ABBYY has modernized the way companies leverage their data in documents by creating the first low-code/no-code Intelligent Document Processing platform.
Our Machine Learning, Natural Language Processing, Computer Vision Technologies, and a Marketplace built with AI, can transform any document in any process.
Top Analyst firms recognize ABBYY's market leadership, including Gartner, Everest PEAK Matrix ® Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.

ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. To learn more about our commitment to Diversity and Inclusion, check out the careers section on our website.

ABBYY Glassdoor Company Review

3.8

ABBYY DE&I Review

No rating

CEO of ABBYY

Ulf Persson

Approve of CEO

Average salary estimate

$90000 / YEARLY (est.)

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$80000K

$100000K

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What You Should Know About Enterprise Customer Support Engineer, ABBYY

Are you ready to elevate your career as an Enterprise Customer Support Engineer at ABBYY? In a dynamic remote setting in the United States, you will become an integral part of a team that not only values your unique work style but also encourages continuous professional development. At ABBYY, we believe in transparency, respect, and simplicity, ensuring that you can trust us to always act in your best interests. Your primary mission will be to tackle complex technical challenges, assisting our enterprise customers in optimizing their workflows through intelligent automation. You'll engage closely with innovative technologies, including Machine Learning and Artificial Intelligence, while collaborating with our talented team members across various departments like Development and QA. This role will put your technical troubleshooting skills to the test as you resolve customer inquiries via Zendesk, document solutions in our knowledge base, and provide seamless support to our B2B clients. If you thrive in a fast-paced environment and have at least two years of experience in L2 technical support, particularly with Windows servers, Linux, and MSSQL databases, this is the opportunity for you. Join us in transforming the way companies work with their data, and let’s achieve excellence together at ABBYY, where innovation truly runs through our veins!

Frequently Asked Questions (FAQs) for Enterprise Customer Support Engineer Role at ABBYY

What does an Enterprise Customer Support Engineer do at ABBYY?

As an Enterprise Customer Support Engineer at ABBYY, your primary focus will be resolving incoming customer tickets, troubleshooting technical issues, and collaborating with various technical teams to deliver effective solutions. You will also create knowledge base articles to help improve customer support processes and facilitate smoother interactions with clients.