Enterprise Customer Support Engineer

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, TCPIP), 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