Product Support Architect

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.
As a subject matter expert in ABBYY's intelligent document processing (IDP) solutions, the Product Support Architect plays a critical role in stabilizing high-priority accounts, enabling product adoption, and reducing long-term support burden. This is not a managerial position but rather a senior technical role that demands hands-on problem-solving, architectural insight, and customer-facing communication.

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.

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