Software Support Engineer - SOLUTIONS

Esko is a part of Veralto’s Product Quality & Innovation companies. Esko is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods.

JOB SUMMARY WITHIN YOUR TEAM

As a Software Support Engineer – Solutions (Level‑1), you will be part of a global, 24/7 support organization providing first‑line technical and functional support for Esko software solutions. This role focuses on initial diagnosis, basic troubleshooting, and customer communication, ensuring customer issues are clearly understood, properly documented, and resolved where possible at Level‑1 or escalated effectively with thorough analysis.

JOB DESCRIPTION WITHIN YOUR ROLE, YOU WILL:

• Level‑1 Customer Support & Troubleshooting
  • Act as the first point of contact for customers reporting issues with Esko software solutions.
  • Gather accurate information, understand reported problems, and perform initial troubleshooting.
  • Resolve common and known issues using documentation, knowledge bases, and standard procedures.
  • Identify when issues need escalation and ensure complete and clear handover to Level‑2 teams.
• Case Ownership & Communication
  • Take ownership of assigned support cases from initial contact until resolution or escalation.
  • Communicate clearly, professionally, and empathetically with customers.
  • Provide timely updates and manage customer expectations effectively.
  • Handle tense or challenging customer situations calmly and constructively.
• Documentation & Process Adherence
  • Document issues, troubleshooting steps, findings, and outcomes accurately in support tools.
  • Follow defined support processes, quality standards, and escalation guidelines.
  • Contribute to knowledge bases by sharing learnings and known solutions where applicable.
• Collaboration & Learning
  • Work closely with team members, Team Leaders, and other support teams across time zones.
  • Participate in training, shadowing, and enablement sessions to build product and technical expertise.
  • Show willingness to learn and grow towards handling more complex issues over time.

WE ARE LOOKING FOR A PROFESSIONAL WHO IS:

• Knowledgeable about how web applications work, through experience or qualification.
• Comfortable working in a 24/7 support environment.