Position: Senior Enterprise Support Engineer
Company: ABBYY
Category: Support
Experience required: 3y
English level: upper

**Key Responsibilities:**
- Supporting incoming issues from customers through phone, Zendesk ticket system and email;
- Supporting customers around the world, mostly all the issues are in English;
- Providing consultative advice to customers related to usage of ABBYY software products for developers;
- Resolve product issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best steps to solve the problem;
- Preparing customer's requests for escalation to the neхt level of support;
- Preparing articles to Knowledge Base;
- Follow communication procedures, guidelines and policies.

**Mandatory Skill Set/Requirements:**
— At least 3+ years of experience working in Technical Support, Professional Services, QA, DevOps or Development;
— Advanced knowledge of operating systems (Windows & Linux), databases and networking;
— Great analytical skills to troubleshoot software problems;
— Ability to understand the customer environment, security settings, and how third-party tools integrate into the solution;
— Good interpersonal and communication skills;
— Advanced English skills (Upper-Intermediate level of written and verbal English as a minimum).

**Location:**
- You will be able to work remotely or from the office, located at ABBYY Eastern European HQ in Kyiv, Ukraine.