Highlights
Global support organization, 24/7 coverage, technical & functional support, customer satisfaction focus.
Description
Job Summary
pAre you eager to support and manage packaging design and print processes for leading brands? As a Software Support Engineer at Esko, part of Veralto's Product Quality & Innovation companies, you will provide first-line technical and functional support for our software solutions. You will diagnose issues, communicate with customers, document findings, and escalate when necessary.
Responsibilities
- Act as the initial point of contact for customer-reported issues.
- Gather accurate information on reported problems and perform basic troubleshooting.
- Solve common issues using available documentation and standard procedures.
- Evaluate when an issue requires escalation and ensure a thorough handover to Level 2 teams.
- Take ownership of support cases from initial contact until resolution or escalation.
- Communicate clearly, professionally, and empathetically with customers.
- Document issues, troubleshooting steps, findings, and outcomes in support tools.
- Collaborate with team members and participate in training sessions to build expertise.
Required Skills
- Strong problem-solving skills.
- Calm and methodical approach to troubleshooting.
- Experience handling technical issues with customers.
- Ambition to learn and grow towards more complex issues.
- Fluent in English, written and spoken.
Required Skills Explained
- Strong problem-solving skills and ability to learn quickly.
- Analytical mindset with a calm and methodical approach to troubleshooting.
- Experience handling technical issues with customers and/or internal stakeholders.
- Fluency in English, both written and spoken.
Who is this for
pThis role suits individuals who are detail-oriented, possess strong communication skills, and enjoy working in a fast-paced environment. You should be comfortable in a 24/7 support setting with willingness to work rotational shifts including weekends.
Why This Job is a Good Opportunity
ulliOpportunity to work for a global leader with a mission-driven purpose.liPotential for growth and development within a supportive team environment.liAccess to continuous learning and training opportunities.liFlexible working arrangements, including hybrid mode options.
Interview Preparation Tips
- Research the company’s background and values to understand their mission.
- Pull up common software support scenarios and prepare solutions based on the job description.
- Practice clear communication skills, especially in handling tense situations.
- Briefly discuss your problem-solving process and any previous experience with customer service or IT support.
Career Growth in This Role
pThe role of a Software Support Engineer offers numerous opportunities for growth. As you develop deeper technical knowledge and handle more complex issues, you may progress to higher levels within the support team, such as Level-2 or even Level-3 roles. Additionally, there are paths to move into product management, development, or even sales by leveraging your understanding of customer needs and software functionalities.pEsko and Veralto provide continuous training and learning opportunities to help you advance in your career. With a focus on teamwork and innovation, this role can serve as a stepping stone to more senior positions within the company.
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Skills
Frequently Asked Questions
What is the work schedule like?The role involves working in shifts: First Shift (03:30 AM - 12:00 PM IST), Second Shift (12:00 PM - 09:00 PM IST), and Night Shift (06:30 PM - 03:30 AM next day). Weekend work may be required.
What kind of support does the role provide?You will provide first-line technical and functional support, gather information, perform basic troubleshooting, document issues, and escalate when necessary to Level 2 teams.
Is experience in a similar role required?Experience handling technical issues with customers or within an IT support environment is advantageous. A Bachelor's degree or equivalent practical experience is preferred.
