Oglasi za posao Customer Support Engineer

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Customer Support Engineer

ABBYY

Rad od kuće

26.05.2024.

Linux Oracle AWS Windows Docker Azure Cloud Kubernetes intermediate

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 fuelling ours.

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

As a trusted partner for intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Innovation and excellence run through our veins, and you will work with experts who are creating market-leading technologies, using Machine Learning and Artificial Intelligence, and an advanced and sophisticated tech stack.

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.

At ABBYY 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 800+ colleagues, spread across 15 countries on four continents.
With 30+ nationalities and ages ranging from 21 to 80, 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 30 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 in our client portfolio.
ABBYY has modernized the way companies leverage their data in documents by creating the first low-code/no-code Intelligent Document Processing 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.

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