Enterprise Customer Support Engineer

We are looking for an experienced, highly skilled, and engaged technical engineer to join our APAC 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. We mainly support our customers in English, so your English level needs to be B2 or better.

 

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 (minimum B2 knowledge required);
Write knowledge base articles to help customers even faster;
Follow our we'll-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 (B2 knowledge as a minimum)
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 we'llness sessions to support your physical and mental we'll-being
A generous paid time off policy