Product Support Architect

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. As a trusted partner for purpose-built AI and intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Over 10,000 customers trust ABBYY, including many Fortune 500 ones. You 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. **About the Role**: The **Product Support Architect** is a highly skilled individual contributor responsible for resolving complex technical issues impacting ABBYY's enterprise customers. This role combines deep product expertise with advanced troubleshooting capabilities to diagnose root causes, identify workarounds, and develop sustainable solutions in close partnership with Product, Engineering, Support, and Customer Success teams. **Responsibilities**: - Act as a technical escalation point for complex product issues affecting enterprise customers. - Investigate and resolve high-impact escalations through in-depth root cause analysis and solution design. - Partner with Support, Product, and Engineering teams to identify, prioritize, and validate fixes, workarounds, or configuration changes. - Collaborate with Technical Account Managers, SDMs, and Customer Success to align technical resolution with broader account goals. - Provide clear, technically sound communications to internal and external stakeholders, including executives. - Author customer-facing documentation, including workaround guides, solution overviews, and incident retrospectives. - Support continuous improvement by identifying patterns and feeding insights into product supportability and roadmap planning. - Maintain detailed recovery records using JIRA, Salesforce, and related systems. - Contribute to refining escalation handling processes, workflows, and internal best practices. **Required Skills and Experience**: - Deep **technical understanding of SaaS platforms, solution identification, and enterprise support models.**: - Proven expertise in ABBYY technologies (FlexiCapture, Vantage, FRE, etc.) or similar intelligent document processing platforms. - **9-12years** of experience in Technical Support, Professional Services, Solutions Architecture, or Product Support in a B2B or enterprise SaaS environment. - Track record of successfully resolving **high-severity product issues or managing complex technical escalations.**: - Strong** troubleshooting, systems analysis, and diagnostic skills across cloud and hybrid environments**. - Excellent communication skills with the ability to translate complex technical issues to both technical and non-technical audiences. - Experience working cross-functionally in a global environment with Support, Product, Engineering, and Customer Success teams. - High customer empathy and a proactive, problem-solving mindset. - Proficiency with tools such as JIRA, Salesforce, Confluence, and remote diagnostic utilities. **Preferred Qualifications**: - Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field. - Certification in ABBYY technologies (e.g., FlexiCapture Developer or Vantage Certification). - Experience with automation, OCR, IDP, or similar document-centric technologies. - Certifications in ITIL, PMP, or other service and process management frameworks. LI-PB1 **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, KeyBan