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.
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. We mainly support our customers in English, so strong English skills are required.
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;
• Communicate confidently in Business English;
• 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;
• Advanced English skills
• Additional European language knowledge is a plus
Additionally, you will enjoy some of our local benefits such as:
- Comprehensive medical, accidental, and life insurance
- Weekly wellness sessions to support your physical and mental well-being
- A generous paid time off policy
At ABBYY you will:
Love how you work
Love whom you work with
Love what you work on
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.
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