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Ukraine — Kiev | Services / Customer Support

Senior Customer Support Engineer

Responsibilities

  • Supporting incoming issues from customers via phone, Zendesk ticket system, and email;
  • Supporting customers around the world, mostly all the issues are in English;
  • Providing consultative advice to customers related to the usage of ABBYY software products for developers;
  • Resolve product issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best steps to solve the problem;
  • Maintains leading-edge technical and personal skills. Provides input for team member appraisals and acts as a mentor/role model for others;
  • Engages with internal departments to facilitate requests from customers;
  • Preparing customer's requests for escalation to the neхt level of support;
  • Preparing articles to Knowledge Base;
  • Follow communication procedures, guidelines, and policies.

Requirements

  • At least 5 years of experience working in Technical Support, Professional Services, QA, DevOps or Development;
  • Advanced knowledge of operating systems (Windows & Linux), databases and networking;
  • A good understanding of programming languages (C++, Java or C#);
  • Great analytical skills to troubleshoot software problems;
  • Good interpersonal and communication skills;
  • Advanced English skills (B2 certificate as a minimum);
  • Other European languages would be an advantage.

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