Principal Engineer

We are looking for a highly motivated and technically skilled Principal Engineer to join our APAC Support Team at ABBYY. This role requires a passion for troubleshooting, strong problem-solving skills, and the ability to work closely with business customers and internal teams.

What You will Do

• Customer Engagement & Support – 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. Analyse logs and traces, replicate issues in lab environments, and collaborate with internal teams to provide timely resolutions.
• Setup & Maintenance of Lab Environments – Deploy and manage ABBYY products in test environments, ensuring accurate replication of customer conditions. Identify system behaviour deviations and performance bottlenecks to optimize troubleshooting processes.
• Root Cause Analysis (RCA) & Documentation – Conduct and provide documented RCA report to customers (via SDMs).  Feed insights with engineering teams for long-term product improvements.
• Product Beta Testing & Innovation – Participate in beta testing of new features, ensuring test conditions match production environments. Provide valuable feedback to engineering and product teams, contributing to product stability and enhancements.
• Engagement with Product and Engineering – Actively participate in development sprints and scrum calls to collaborate with Product Teams, Solution Engineers (SEs), and Support Delivery Managers (SDMs).
• Technical Documentation & Knowledge Sharing – Develop and maintain clear, user-friendly documentation, including knowledge base articles, troubleshooting guides, FAQs, and best practices, to empower both customers and internal teams.
• Process Improvement – Contribute to support process optimization, improving efficiency and enhancing customer experience. Mentor junior team members and ensure high-quality support across the organization.
• Cloud & Virtualisation – Demonstrate knowledge in public cloud technologies (Azure, AWS, GCP), virtualization, Kubernetes, and containers.

What You’ll Need

• 10+ years of experience with a background in one or more of the following – 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 to effectively diagnose and resolve software issues.
• 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 to collaborate with global teams and engage with customers.

This role offers flexibility to work in Hybrid Model, along with opportunities for continuous learning through ABBYY University courses. If you are passionate about solving complex technical challenges and driving customer success, we would love to hear from you!

Additionally, you will enjoy some of our local benefits such as:

• Comprehensive medical, accidental, and life insurance
• Weekly wellness sessions to support your physical and mental well-being
• A generous paid time off policy