Software Support Engineer - Engines

Overview

Support Esko Prepress Engines customers with technical requests, ensuring smooth support and software deployment while helping them stay up and running and derive maximum value from Esko software.

What you'll do

• Provide technical support for Esko Prepress Engines solutions, assisting customers with complex technical requests and ensuring a smooth support and deployment experience.
• Keep customers informed with clear and consistent updates throughout the issue resolution process.
• Continuously learn and adapt to new technologies and industry trends to support evolving customer environments.
• React promptly to customer-reported issues and take ownership in driving them toward resolution.
• Proactively anticipate potential customer challenges and address them before they escalate.
• Demonstrate strong technical capability to resolve complex issues efficiently and effectively.
• Build and maintain trusted partnerships with customers by acting as their advocate within Esko.
• Ensure customers continuously derive maximum value from Esko software solutions.
• Support customers in achieving an optimal usage experience through guidance and engagement.
• Work as part of a customer-centric team supporting Subject Matter Experts and enterprise customers.
• Contribute to improving support effectiveness by proactively identifying recurring issues and opportunities for long-term resolution.
• Engage with internal teams to enhance processes and ensure a consistent customer experience.

What you'll need

• A good communicator with the ability to defuse tense customer situations.
• Empathetic towards colleagues, customers, and suppliers.
• Proactive in addressing problems and curious about preventing similar issues in the future.
• An excellent listener, able to understand customer needs and manage expectations.
• Fluent in English, both written and spoken.
• Knowledgeable about how web applications work, through experience or qualification.
• Comfortable working in a 24/7 support environment.
• Willing to work rotational shifts and weekends as part of scheduled workdays.
• Experience in problem solving, and a quick learner.
• Analytical mindset, with a calm, methodical approach to problem solving.
• Direct experience of handling complex technical issues with customers and/or suppliers, OR 2+ years of experience in prepress for packaging, workflow administrator for prepress automation systems or Esko software (Automation Engine, Imaging Engine, PackProof, FlexRip, WebCenter), OR formal qualification in print/prepress (also in similar businesses like commercial printing).

Details

• Location: Bangalore, Karnataka, India.
• Work mode: Hybrid (office and work-from-home) based on team planning.
• Shifts: First Shift 03:30 AM – 12:00 PM IST; Second Shift 12:00 PM – 09:00 PM IST; Night Shift 06:30 PM – 03:30 AM IST (next day).
• Weekend work (Saturday and/or Sunday) may be scheduled and counts as a regular workday, with alternate days off provided based on schedule planning by the Team Leader.