Software Support Engineer - I
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Key skills for this role
Role Overview
Software Support Engineer I role within Esko's global support team for Interactive Applications.
The role provides technical and functional support for packaging, premedia, approval, and production workflows.
The position combines technical problem-solving, workflow understanding, and customer-focused communication.
Key Skills for This Role
Full Job Posting
Role Overview
Software Support Engineer I role within Esko's global support team for Interactive Applications.
The role provides technical and functional support for packaging, premedia, approval, and production workflows.
The position combines technical problem-solving, workflow understanding, and customer-focused communication.
Customer Support and Technical Expertise
- Provide functional and technical support for Esko Interactive Applications and related workflows.
- Analyze and resolve customer issues involving software configuration, usage, and integrations.
- Document issues, root causes, and resolutions in support systems.
- Guide customers on best practices to optimize their use of Interactive Applications.
Issue Resolution and Ownership
- Own support cases end to end with timely updates, accurate troubleshooting, and professional communication.
- Escalate complex or product-related issues with clear technical analysis and supporting evidence.
- Collaborate with team leaders and senior engineers on high-impact or recurring issues.
Workflow and Domain Understanding
- Apply packaging workflows, structural design, and premedia knowledge to diagnose customer challenges.
- Understand how Interactive Applications integrate with other Esko solutions and customer environments.
- Translate customer use cases and pain points into actionable feedback for internal teams.
Collaboration and Improvement
- Work with team members, team leaders, and shift managers to ensure support quality and SLA adherence.
- Contribute to knowledge bases, documentation, and known-issue repositories.
- Participate in training, enablement, and continuous learning initiatives.
Required Capabilities
- Strong understanding of Esko Interactive Applications and related workflows.
- Structured troubleshooting and problem-solving ability.
- Ability to adapt to new tools, technologies, and product enhancements.
- Clear, professional, and empathetic customer communication.
- Ownership of assigned cases and effective collaboration with global teams.
Company Context
Esko provides integrated software and hardware solutions for packaging design and print processes.
The role is part of Veralto's Product Quality and Innovation companies.
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