Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most – driving your growth, while fueling ours.

Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing.

With a focus on customer-centric thinking, we're not just another vendor – we're a transformative force in the industry. By joining one of our Customer Excellence teams, you will have the chance to work with our portfolio of over 10,000 customers, including many Fortune 500 companies.

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.

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 strong English skills are required.

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
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, 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
Additional European language knowledge is a plus

Here are some of our local benefits:

Work from home, remotely, or hybrid
Partial compensation for glasses and lenses
Private health insurance
Volunteering Time Off (2 days/ year)
SZÉP Card for recreational activities
3 extra days/ month for 'sick leave' without doctors visit
Flexible working hours

Join ABBYY, and you will:

Love how you work

We provide remote and hybrid working options to fit all lifestyles.
We use flexible hours across most of our teams to allow you to find your own definition of balance.
Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about.
To ensure your family is cared for, we offer paid parental leave in all our locations.

Love whom you work with

We are a global team of 600+ colleagues, spread across 15 countries on four continents.
With colleagues representing 30+ nationalities, our workforce reflects the world.
Innovation and excellence run through our veins. Our teams gather the expertise which has garnered ABBYY more than 140
technology patents.
We are guided by the values of respect, transparency, and simplicity.
"Team Environment" is in the top three highest-scoring drivers of engagement across all of our departments.

Love what you work on

We are a company with more than 35 years of experience in the technology market;
Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK;
We have modernized the capture market by creating the first low-code/no-code IDP platform.
Our Machine Learning, Natural Language Processing, Computer Vision Technologies, and a marketplace built with AI, can transform any document in any process;
Top Analyst firms recognize ABBYY's market leadership, including Gartner, Everest PEAK Matrix ® Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.

ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. To learn more about our commitment to Diversity and Inclusion, check out the careers section on our website.

Customer Support Engineer