Customer Support Engineer

Mandatory skills

• Understanding and ability to work with and troubleshoot the operating systems (Windows\Win Server & Linux), databases (MSSQL, Oracle, Postgres), networks (network protocols, Fiddler, Wireshark), containers and their orchestrators (Docker, Kubernetes);
• Administration of cloud platforms (Azure or AWS) and troubleshooting of their services;
• Basic ability to read and edit programming code (mostly in C#);
• Good customer service communication skills (ability to communicate with empathy, keep track of SLA and communicate important information timely);
• Ability to work in the team, by picking up the investigation and continuing after another team member;
• Advanced English (C1) language skills;
• Ability to work with technical documentation to understand the customer environment, security settings, and how third party tools are integrated into the solution;

Will be a plus

• Experience in using programming languages (preferably C# or Java);
• Previous experience in a software related field such as development, QA, or IT administration;
• Higher computer science education is an advantage.

What we propose

• Work for a cutting-edge international Software company;
• Work with customers around the globe, including many of the world’s leading companies and corporations;
• Six-level rank system for support employees with the ability to climb the career ladder twice a year;
• Additional compensation for foreign language skills (German, French, Spanish or Japanese);
• Additional compensation for night shifts and work on holidays;
• Social package (medical insurance, partial compensation of sport and English classes);
• 100% remote work and the option to visit the office whenever you like.

Responsibilities

• Shift work with a 12-hour working day every other day (36 hours pause between the shifts). Night shift cycle every 2 weeks.
• Supporting incoming issues from customers via Zendesk ticket system, chat and phone calls (phone calls are rare);
• Conducting remote sessions with customer to investigate and troubleshoot product issues;
• Conducting weekly\bi-weekly status update calls to keep track of issues with certain customers;
• Supporting customers’ technical teams around the world;
• Advising customers on the usage of ABBYY software products;
• Resolving product issues by clarifying the customer reported issue; determining the cause of the problem; finding and explaining the best steps to solving the problem;
• Interacting with the development team to report bugs found by the customers in the product;
• Creating articles for Knowledge Base;
• Following internal procedures, guidelines and policies.