Staff Support Engineer

Job Description

ABBYY is seeking a highly motivated and technically skilled Staff Support Engineer to join their APAC Support Team in Bangalore. This hybrid role offers flexibility and opportunities for continuous learning through ABBYY University courses.ABBYY is a trusted partner for purpose-built AI and intelligent automation, solving complex problems for enterprise customers. The successful candidate will work on further developing a portfolio already containing client names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK.Responsibilities:

• Provide expert-level technical assistance and resolve customer issues effectively.
• Diagnose, troubleshoot, and resolve complex technical issues across Windows servers, Linux, Microsoft SQL databases, and other enterprise systems.
• Analyze logs and traces, replicate issues in lab environments, and collaborate with internal teams to provide timely resolutions.
• Deploy and manage ABBYY products in test environments, ensuring accurate replication of customer conditions.
• Conduct and provide documented RCA report to customers.
• Participate in beta testing of new features.
• Actively participate in development sprints and scrum calls to collaborate with Product Teams, Solution Engineers (SEs), and Support Delivery Managers (SDMs).
• Develop and maintain clear, user-friendly documentation.
• Contribute to support process optimization.
• Mentor junior team members.

Requirements:

• 10 years+ of experience with a background in Technical Support, Solutions Architecture, Core Development, Site Reliability Engineering, Managed Services, QA, DevOps, and Consulting.
• Expertise in operating systems (Windows & Linux), databases (MSSQL, Oracle), networking (OSI model, TCP/IP), and scripting fundamentals.
• Strong analytical and problem-solving skills.
• Experience with incident management, escalation handling, bug tracking, and RCA documentation.
• Hands-on experience with log analysis, system performance monitoring, scripting, and troubleshooting tools and code level understanding.
• Familiarity with Agile methodologies.
• Excellent communication skills.
• Knowledge in public cloud technologies (Azure, AWS, GCP), virtualization, Kubernetes, and containers.

Benefits:

• Flexible work options (Hybrid).
• Opportunities for continuous learning through ABBYY University courses.
• Paid parental leave.
• Two paid volunteering days off every year.