Software Support Engineer I - Solutions

Overview

Software Support Engineer I – Solutions (Level-1) in a global 24/7 support organization, providing first-line technical and functional support for Esko software solutions.

What you'll do

• Serve as the first point of contact for customers reporting issues with Esko software.
• Gather information, perform initial troubleshooting, and diagnose issues at Level-1.
• Resolve common/known issues using documentation, knowledge bases, and standard procedures.
• Escalate issues when needed and ensure a complete handover to Level-2 teams.
• Own support cases from initial contact through resolution or escalation.
• Document troubleshooting steps, findings, and outcomes in support tools.
• Work with team members and senior engineers across time zones and participate in training/shadowing.

What you'll need

• Fluent in English, both written and spoken.
• Ability to troubleshoot with a calm and methodical, analytical mindset.
• Experience handling technical issues with customers and/or internal stakeholders.
• Either 1–2 years of experience in IT support or software application/installation support.
• Knowledgeable about how web applications work (experience or qualification).
• Comfortable working in a 24/7 support environment.
• Willing to work rotational shifts and weekends as scheduled.

Details

• Location: Bangalore, Karnataka, India.
• Hybrid work mode (office and work-from-home) based on team planning.
• Shift timings include 03:30 AM–12:00 PM IST, 12:00 PM–09:00 PM IST, and 06:30 PM–03:30 AM IST (next day), plus scheduled weekend work.