Software Support Engineer - I

Original Job Description

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Job Description

Software Support Engineer - I

EskoLocation Bangalore, Karnātaka, IndiaCategoryCustomer SupportJob IdR10266432

JOB DESCRIPTION: Software Support Engineer - IAP

WHO WE ARE:

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. Our products empower teams to support and manage the packaging design and print processes for brand owners, retailers, pre-media and trade shops, manufacturers, and converters.

Veralto is a global leader in essential technology solutions with annual revenue of nearly $5 billion and a proven track record of solving some of the most complex challenges we face as a society. Our industry-leading companies and globally recognized brands are building on a long-established legacy of innovation and customer trust to create a safer, cleaner, more vibrant future. Veralto is headquartered in Waltham, Mass. with 13 operating companies and 300+ locations worldwide. Our global team of 16,000 associates is committed to making an enduring positive impact on the world and is united by a powerful purpose: Safeguarding the World’s Most Vital Resources™.

Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto (VLTO) is creating today.

Veralto’s Product Quality & Innovation companies—Esko, Linx, Pantone, Videojet, and X-Rite—help package and protect the world’s food, medicine, and essentials, tracing and authenticating billions of goods that travel the global supply chain every day.

Veralto’s Water Quality companies—Aquatic Informatics, ChemTreat, Hach, McCrometer, OTT HydroMet, Sea-Bird Scientific, Trojan Technologies and XOS—help manage, treat, purify, and protect the global water supply, from municipal and industrial wastewater treatment facilities to lakes, rivers, watersheds, and oceans.

Job summary:

WITHIN YOUR TEAM:

As an Interactive Applications Support Engineer, you will be part of a global support team responsible for providing high-quality technical and functional support for Esko’s Interactive Applications. This role requires a strong understanding of Esko software solutions and how customers use them in real-world packaging, premedia, and approval workflows.

You will work directly with customers to troubleshoot issues, guide best practices, and ensure customers achieve maximum value from Esko Interactive Applications. The role blends technical problem-solving, workflow understanding, and customer-focused communication.

Job Description:

WITHIN YOUR ROLE, YOU WILL:

Customer Support & Technical Expertise

Provide functional and technical support for Esko Interactive Applications, understanding how customers use these solutions in packaging design, collaboration, approval, and production workflows.

Analyze, troubleshoot, and resolve customer-reported issues across software configuration, usage, and integration scenarios.

Clearly document issues, root causes, and resolutions in support systems to ensure effective knowledge sharing and case continuity.

Guide customers on best practices to optimize their use of Interactive Applications within their specific environments.

Issue Resolution & Ownership

Take end-to-end ownership of support cases, ensuring timely updates, accurate troubleshooting, and professional customer communication.

Escalate complex or product-related issues appropriately, providing clear technical analysis and supporting evidence.

Collaborate with Team Leaders and senior engineers to resolve high-impact or recurring issues.

Workflow & Domain Understanding

Apply practical knowledge of packaging workflows, structural design, and premedia processes to diagnose customer challenges effectively.

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 & Continuous Improvement

Work closely with team members, Team Leaders, and Shift Managers to ensure consistent support quality and SLA adherence.

Contribute to internal knowledge bases, documentation, and known-issue repositories.

Participate in training, enablement, and continuous learning initiatives to stay current with product updates and workflow trends.

WE ARE LOOKING FOR A PROFESSIONAL WHO CAN DO THE FOLLOWING:

Technical & Functional Skills

Demonstrate strong understanding of Esko Interactive Applications and related workflows.

Apply structured troubleshooting and problem-solving techniques to resolve customer issues efficiently.

Adapt quickly to new tools, technologies, and product enhancements.

Customer Focus & Communication

Communicate clearly, professionally, and empathetically with customers.

Maintain strong ownership and accountability for assigned cases.

Work effectively with global teams across time zones and functions.

Learning & Teamwork

Show curiosity and willingness to continuously build technical and domain expertise.

Collaborate effectively within a team-oriented support environment.

Follow internal processes, quality standards, and documentation practices.

YOUR EDUCATION AND BACKGROUND EXPERIENCE WILL INCLUDE:

EITHER:

1+ years of experience in structural design for packaging and/or Esko software support, including one or more of the following: ArtiosCAD, ArtPro, ArtPro+, PackEdge, Plato, Cape, DeskPack, i-Cut, Studio, VDP.

AND/OR:

A formal qualification in Printing Technology, Structural Design, or a related discipline, preferably within similar packaging, premedia, or printing businesses.

Additional qualifications:

Experience in a software or SaaS support environment is an advantage.

Familiarity with enterprise customer environments and workflows is preferred.

Strong analytical, communication, and documentation skills.

Bachelor’s degree or equivalent practical experience.

Location: Bangalore(Hybrid)

Rotational every 4 months:

Shift 1: 3:30 AM – 12 PM

Shift 2: 12 PM – 9 PM (mandatory hybrid weeks)

Shift 3: 6:30 PM – 3:00 AM

What We Value

We believe that real breakthroughs come from teams that think big and respect each other’s differences – different ideas, different perspectives, and different experiences. We encourage all voices to be heard, both internally as we collaborate and externally as we listen to our customers’ most pressing needs. And we would love to have you on this journey with us! Apply today.