Experienced Customer Support Engineer, ABBYY
$80-100k
Digital intelligence platform
Open for applications
Digital intelligence platform
501-1000 employees
Open for applications
$80-100k
501-1000 employees
Company mission
To redefine how work is done and how processes run within organizations to give you back your time.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
ABBYY has been pushing the boundaries of technology since the 80s, when it was founded with the launch of a digital language translation dictionary. Since then, it has evolved into a document translation and processing solution, leveraging innovations in automation and AI to help companies process and translate legal and administrative documents.
With years of experience in the automation and optical recognition sector, it is no wonder ABBYY’s clients number in the hundreds of thousands and include a number of Fortune 500 businesses. Lately, it seems the company has been bolstering its leadership team as it aims to grow revenue and continue expanding the global business.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Employee endorsements
Career progression
"At ABBYY, there are loads of opportunities to jump into new projects and areas of responsibility, based on interest, experience, and aspirations...."
Funding (1 round)
Apr 2015
$6m
EARLY VC
Total funding: $6m
Company benefits
- Remote and hybrid working options
- Flexible hours
- Paid volunteering days off
- Parental leave in all our locations
- Work in an international environment, supported by some of the brightest minds in the industry
- Join an innovative brand that transforms how Intelligent Automation solves highly complex business challenges for top global companies
Company values
- Simplicity - Aspire to make things simple, there's beauty in being able to explain and understand easily
- Transparency - We trust our colleagues with knowledge and information. We know that leading with transparency drives team effort and engagement
- Respect - Above all, we show respect. We are kind to our teammates, respect others' opinions, and we listen
- Think like a customer - We look for opportunities to delight our customers
- Do the right thing - We act like everyone is watching, doing the right thing for our company, our team, and our customers
- Be a team player - We don't sacrifice the team for the individual. Each of our successes, is the success of our team and vice versa. We are #oneABBYY
Company HQ
Congress Avenue Historic District, Austin, TX
Articles
Leadership
David Yang
(Board Director)Founder at Newo, Consultant at Visier, Advisor at HR.com, and CEO and Co-Founder at Yva.ai. Previously founded iiko and co-founded Plazius.
Diversity, Equity & Inclusion at ABBYY
Weronika Niemczyk (Chief People Officer)
- Building a workforce that reflects the world: Our global team is comprised of 800+ people from 30+ nationalities, with ages ranging from 21 to 80.
- Challenging the gender gap in the tech industry: At ABBYY, we are proud of our above-industry-average representation of women in the workplace. Women at ABBYY represent over 40% of our workforce, and more than a third of our team leaders.
- Empowering our colleagues: Our colleagues are supported by our leadership team to form employee initiative groups to connect with, and represent, their community within the company. Women@ABBYY is an example of such a community.
- Flexibility for every lifestyle: We provide everyone at ABBYY with the option to work remotely or hybrid and build a work schedule that fits their lifestyle through our flexible hours policy. Additionally, as part of our Volunteer Time Off program, every ABBYY colleague can take two paid days off every year to contribute to a charity of their choice.
- Nurturing inclusivity and integrity: We hold ourselves accountable to the highest level of integrity and ethical behavior enforced by our Code of Conduct, which sets the standards for how we act at ABBYY
- Celebrating our wins, while striving for better: Over the past years, we have consistently received above industry-average scores of 8.8/10 from our employees when asked how they would rank our Diversity and Inclusion efforts, through our monthly company-wide engagement surveys.
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