ABBYY Careers

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Milpitas, CA, USA | Technical Support

Software Support Engineer

We are a global company that sets the standard for content capture with innovative language-based technologies that integrate across the information lifecycle. Our solutions optimize business processes to mitigate risk, accelerate decision-making, and drive revenue. Through great dedication and passion, we succeed in delivering pioneering solutions across many verticals. Currently, we're looking for driven and creative professionals to join the talented ABBYY community.

Our Software Support Engineers provide high-level technical support and customer satisfaction for businesses of various sizes and industries, as well as our resellers and partners. This is a fast-paced position, relying heavily on our Software Support Engineers’ ability to maintain daily professional communications with customers, and strong time management with triage skills to identify and address priority situations. Our ideal candidate loves to troubleshoot and tackle difficult problems and must be able to learn the subtleties of each ABBYY software product.

Key Responsibilities:

  • Responsible for customer communication and escalations
  • Assist new and existing customer implementations
  • Serve as an advocate for the customer within ABBYY
  • Deliver product demonstrations, presentations, and training for Data Capture Products
  • Work independently and lead discussions with other cross-functional teams including and not limited to: Sales, Presales, Development Engineer, and Product Management
  • Help advise in licensing fulfillment
  • Maintain in-depth understanding of ABBYY products, services, system configurations, internal processes, and industry best practices
  • Test, archive, and distribute products based on pre-established procedures
  • Troubleshoot project design, installation, functionality of the software, and overall configuration (Data Capture support)
  • Occasionally participate in Professional Services and Support projects

Mandatory Skill Sets and Qualifications:

  • BA/BS in Computer Sciences or Information Technology
  • 1 - 3 years of experience in role or industry
  • 3 – 5 years of experience in role or industry preferred
  • Excellent customer facing and personal interaction skills are a critical requirement for this position
  • Work well under pressure
  • Patience and good listening skills, including capturing key information from conversations
  • Ability to methodically troubleshoot programming issues
  • Ability to grasp product and technical knowledge quickly
  • Ability to manage multiple concurrent cases and prioritize appropriately
  • Ability to work under pressure and with a significant workload
  • Ability to understand the customer environment, security settings, and how third party tools integrate into the solution (Data Capture support)
  • Excellent spoken and presentation skills
  • Strong analytical and problem-solving skills
  • Excellent work ethics and highly motivated
  • Must possess the ability to prioritize and perform multiple tasks simultaneously
  • Well versed in networking, security, permissions, and OS structure
  • Experience with and knowledge of OCR Data Capture products, Mobile applications and the ECM Industry preferred
  • Experience programming in C++, C#, Java, mobile devices, cloud, and web services (development focused) preferred
  • Fluent in Spanish, Russian, Japanese or other foreign languages a plus
  • MBA or MS a plus

More details:

Compensation

DOE – ABBYY offers a competitive compensation package and an exciting career for motivated and skilled individuals.

Benefits

Medical, Dental, Vision, 401K, Life Insurance and more

About ABBYY

ABBYY is a global organization dedicated to developing data management and content capture solutions. Learn more about our products, services, and story at www.abbyy.com.

ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace.

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ABBYY HR team

If you think you’d be a good fit for our team, we’d love to talk!

You can apply by sending your CV on job@abbyy.ua with the name of the vacancy in subject

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