Experienced Customer Support Engineer

As an Experienced Customer Support Engineer at ABBYY, your primary responsibility is to handle and resolve customer tickets, troubleshoot technical issues related to complex systems, and create knowledge base articles to enhance the help provided to customers. You will closely collaborate with teams in Support, Development, DevOps, and QA to ensure customer satisfaction and effective problem resolution.

To qualify for the Experienced Customer Support Engineer position at ABBYY, candidates should have at least 2 years of L2 technical support experience. A solid understanding of both Windows and Linux operating systems, SQL databases (like MSSQL), networking concepts, and programming basics is essential. Previous experience in troubleshooting complex systems is highly valued.

In your role as an Experienced Customer Support Engineer at ABBYY, you will primarily use Zendesk for ticket management and support. Additionally, you'll engage in screen-sharing sessions to troubleshoot issues directly with customers. Familiarity with SQL queries and experience in programming environments will also be beneficial in executing your responsibilities.

Yes, the Experienced Customer Support Engineer role at ABBYY is fully remote, allowing you the flexibility to create a work environment that fits your lifestyle. With remote and hybrid options, ABBYY supports your need for work-life balance.

At ABBYY, you can look forward to a commitment to learning and development. As an Experienced Customer Support Engineer, you will have access to courses through Abbyy University, which will help sharpen your skills and advance your knowledge in intelligent automation technologies and other relevant subjects.

There are numerous career development opportunities for an Experienced Customer Support Engineer at ABBYY. The company encourages internal mobility, provides access to continuous education via Abbyy University, and fosters a culture of innovation, allowing you to grow within a dynamic tech environment.

ABBYY offers an attractive benefits package for its Experienced Customer Support Engineers that includes three weeks of paid time off, 12 holidays, medical and dental insurance, gym membership subsidies, pet insurance, and an employer-matching 401(k) plan. Employees also enjoy flexible work hours and the opportunity to engage in volunteering activities.

In answering this question, outline your specific past roles in L2 Technical Support, highlighting the types of systems you've supported, the complexity of issues you've resolved, and any specific technologies you've used. It's essential to demonstrate your analytical skills and troubleshooting experience while expressing your commitment to helping customers.

When prioritizing tasks, I assess the urgency and impact of each ticket. I focus on high-priority issues that affect multiple users or critical operations first, while also ensuring that I communicate effectively with all customers about expected resolution times. Sharing your methodical approach and tools used for tracking work can also highlight your organizational skills.

For this question, provide a detailed example of a challenging issue you faced. Discuss your troubleshooting approach, the resolution, and what you learned from the experience. This will demonstrate your problem-solving abilities and reinforce your technical skills.

I appreciate the importance of documentation in technical support. My approach involves creating clear, concise knowledge base articles immediately after resolving an issue. This includes outlining the problem, the steps taken for troubleshooting, and the ultimate solution. Providing examples of past documentation can showcase your attention to detail.

In a situation where a client is dissatisfied, I would first listen carefully to their concerns without becoming defensive. I would empathize with their position and reassure them that I am committed to finding a solution. Understanding their perspective will help build trust and foster a better outcome.

In my previous roles, I have utilized Zendesk extensively for managing customer support tickets. I am skilled in navigating its features for ticket tracking, responding to customer inquiries, and collaborating with colleagues within the platform. Sharing any specific metrics or efficiency improvements you achieved can bolster your case.

To stay updated, I regularly follow well-respected technology blogs, participate in webinars, and engage in online forums related to customer support and technological advancements. Additionally, I attend conferences and take advantage of any training offered at my workplace.

When explaining technical concepts to non-technical audiences, I focus on using clear and simple language, avoiding jargon. I relate the concept to something familiar to them, ensuring they grasp the main ideas without getting bogged down in details. Practicing this skill will offer invaluable insights into your communication style.

The most challenging aspect is managing customer expectations while resolving complex issues. It’s crucial to communicate clearly about potential timelines and the steps being taken. Balancing thoroughness and speed is key, and sharing real-life experiences can strengthen your answer.

Expressing enthusiasm for ABBYY's culture of innovation, support, and collaboration is essential. Highlighting the company’s values of respect, transparency, and excellence can align your personal goals with the company’s mission. Discuss your desire to make an impact while growing professionally in a cutting-edge tech environment.