Customer Support Engineer in ABBYY

ABBYY is a leading Digital Intelligence company that helps customers operate and accelerate their business. ABBYY is well-known in the RPA and broader intelligent automation market through strategic partnerships and embedded technology licensing with leading vendors. We help more than 10,000 companies worldwide, including many Fortune 500 companies. ABBYY is an American global company with offices in 15 countries. The headquarters of the company is located in the USA (Milpitas, California), regional offices in Germany (Munich), Australia, Japan, Singapore, Great Britain, France, Spain, Cyprus, Ukraine, Taiwan, Hong Kong and Hungary. Joining ABBYY means being a part of professional community who are passionate about technology and eager to develop their skills further. We are pleased to offer career opportunities in the field of intelligent document processing and process discovery and development.We invite you to join our team. Expand your knowledge with every customer interaction while working with us!Responsibilities: Shift schedule, 12 hour shifts (36 hour break between shifts). Night shift cycle every 2 weeks.Support incoming customer inquiries via Zendesk ticketing system, chat and phone calls (phone calls are rare);Conduct remote sessions with customer to investigate and resolve product issues;Support customer technical teams across of the world; Advising customers on the use of ABBYY software products; Solving product problems; Interacting with the development team to report bugs found by customers in the product; Creating articles for the knowledge base; Adhering to internal procedures, instructions and policies. Candidate Requirements: Understanding and troubleshooting in operating systems (Windows\Win Server and Linux), databases (MSSQL, Oracle, Postgres), networks (network protocols, Fiddler, Wireshark), containers (Docker, Kubernetes); Administration of cloud platforms (Azure or AWS) and troubleshooting their services;Basic skills in reading and editing software code (preferably in C#);Good customer communication skills (ability to communicate with empathy, monitor SLAs and communicate important information in a timely manner);Ability to work in a team, help colleagues;Good knowledge English (C1);Ability to work with technical documentation to understand the customer's environment, security settings and how third-party tools are integrated into the solution;Our benefits:Opportunity for professional career growth;Working in a leading international IT products company;Competitive salary; Attractive social package; 100% remote work and the possibility to visit the office (we have shelter) We offer: Be challenged and proactive We support your desire for professional development and give you the opportunity to implement your ideas to complete complex projects. We have a horizontal hierarchy, from team leaders to top managers - everyone is open to ideas and discussions. Every opinion counts. Be an experienced advisor ABBYY's global expertise includes various industries such as financial services, insurance, transport and logistics, securityhealthcare, government and legal. We are a significant player in RPA and the wider intelligent automation market, thanks to strategic partnerships and licensing of embedded technologies with leading vendors. With a global structure, we work on most projects in international teams. operations staff regularly communicate in English, both in e-mails and during calls and meetings. Be yourself The success of our employees is a top priority for us, and we strive to create an inclusive and productive environment for everyone. We value a culture of trust, cooperation and respect , fostering open communication, a constant cycle of feedback and recognition. We know that each team member has unique value and aspirations. We enjoy getting to know each employee and watching their careers develop at ABBYY.ABBYY is an equal employment opportunity employer that values ​​the power of diversity in the workplace.