Software Support Engineer - Engines

Role overview

Customer support and issue ownership

• Provide technical support for Esko Prepress Engines and assist with complex requests and deployment.
• Keep customers informed throughout resolution and take prompt ownership of reported issues.
• Anticipate potential customer challenges and address them before escalation.
• Learn new technologies and industry trends to support changing customer environments.

Customer relationships and improvement

• Build trusted customer partnerships and advocate for customers within Esko.
• Help customers maximize software value through guidance and engagement.
• Work with subject matter experts and enterprise customers as part of a customer-centric team.
• Identify recurring issues and long-term solutions, and collaborate internally to improve processes and customer experience.

Candidate profile

• Fluent spoken and written English; knowledgeable about how web applications work through experience or qualification.
• Problem-solving experience, quick learning ability, and direct experience handling complex technical issues with customers and/or suppliers.
• Alternative relevant backgrounds include 2+ years in packaging prepress, prepress automation workflow administration, or specified Esko products, or a formal print/prepress qualification.

Shifts and weekends

• Role operates in a 24/7 support environment with rotational shifts and possible Saturday and/or Sunday work.
• 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 the following day.
• Weekend days count as regular workdays; alternate days off are scheduled by the team leader.

Work arrangement

• Hybrid work between office and home, based on team planning.