Job Application for Technical Support Lead at ABBYY

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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 fueling ours.

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

With a focus on customer-centric thinking, we're not just another vendor – we're a transformative force in the industry. By joining one of our Customer Excellence teams, you will have the chance to work with our portfolio of over 10,000 customers, including many Fortune 500 companies.

Job Overview: Customer Excellence - Technical Lead

As a Customer Support TL, you will play a pivotal role in managing the daily operations of our support team. Leadership will ensure timely and effective resolution of customer issues, uphold exceptional customer satisfaction standards, and cultivate a culture of continuous learning, collaboration, and excellence. This requires a blend of strong technical knowledge and dynamic leadership skills to drive team success and customer delight.

Key Responsibilities:

1. Team Leadership & Management

Lead, mentor, and empower a team of technical support engineers to achieve their highest potential
Continuously monitor individual and team performance, delivering constructive feedback and conducting regular performance reviews
Ensure strict compliance with service level agreements (SLAs), support policies, and operational procedures to maintain quality and consistency

2. Customer Support Excellence

Serve as the primary escalation point for complex, high-priority, or sensitive customer issues
Guarantee prompt, professional, and effective resolution of customer inquiries and problems
Foster a customer-centric culture that prioritizes empathy, responsiveness, and proactive problem-solving.

3. Reporting & Performance Analysis

Track and analyze key support metrics such as response times, resolution rates, ticket backlog, and customer satisfaction (CSAT) scores
Generate comprehensive quarterly reports highlighting team performance, trends, and actionable insights to inform strategic decisions

4. Training & Development

Oversee the onboarding process for new hires, ensuring they receive thorough training and integration into the team
Organize and lead regular standups, knowledge-sharing sessions, and ongoing training initiatives to enhance team skills and knowledge
Cross-Functional Collaboration & Communication
Act as a vital communication bridge between the support team and other departments, facilitating seamless information flow and collaboration
Participate actively in cross-departmental meetings and strategic planning sessions to align support efforts with broader organizational goals.

Key Requirements:

Bachelor's degree in computer science, Information Technology, or related field preferred
10+ years of experience in technical support, with team leadership experience
Strong knowledge of web technologies (HTML, CSS, SDK, Shell Scripting)
Experience with support ticketing systems (e.g., Jira, Zendesk)
Excellent analytical, problem-solving, and communication skills
Experience in customer relationship management and process improvement

Preferred Skills:

Familiarity with database management and scripting languages
Experience with ITIL framework or industry certifications (e.g., CCNA, MCSE)

Here are some of our local benefits:

18 Days of Paid Time Off Annually
Medical, Accidental, and Life Insurance
Weekly Wellness Sessions
Monthly Healthcare Allowance

Join ABBYY, and 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 600+ colleagues, spread across 15 countries on four continents.
With colleagues representing 30+ nationalities, 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 35 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;
We have modernized the capture market by creating the first low-code/no-code IDP 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.

ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. To learn more about our commitment to Diversity and Inclusion, check out the careers section on our website.

Technical Support Lead

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