Software Support Engineer - Engines

Accountabilities

Technical Customer Support: Provide specialized technical support for prepress engine solutions, assisting customers with complex technical requests and ensuring smooth software operations, installations, and deployment experiences.
Issue Investigation & Resolution: Respond promptly to customer-reported problems, investigate technical issues, identify root causes, and take ownership of incidents until successful resolution.
Customer Communication: Keep customers informed throughout the support process by providing clear, consistent updates, explaining technical solutions, and managing expectations effectively.
Customer Relationship Management: Build and maintain trusted relationships by acting as a customer advocate, understanding individual requirements, and ensuring a positive support experience.
Technical Guidance & Product Knowledge: Help customers optimize their use of software solutions by providing technical recommendations, troubleshooting guidance, and practical assistance.
Proactive Problem Management: Anticipate potential customer challenges, identify recurring technical issues, and recommend preventive measures to reduce future incidents and improve service reliability.
Cross-Functional Collaboration: Work closely with subject matter experts, internal technical teams, suppliers, and enterprise customers to coordinate support activities and resolve complex issues efficiently.
Continuous Improvement: Identify opportunities to improve support processes, operational workflows, and customer experience through feedback, knowledge sharing, and long-term problem resolution.
Technical Development: Stay up to date with evolving technologies, software updates, web application concepts, and industry trends to maintain strong technical expertise.
Customer Advocacy: Represent customer needs internally and contribute to a customer-focused support culture built around responsiveness, empathy, accountability, and service excellence.
Shift & Service Coverage: Participate in a 24/7 support environment, including rotational shifts and scheduled weekend coverage, ensuring consistent customer assistance.
Requirements
Undergraduate degree, diploma, or relevant professional qualification in a technical discipline is preferred.
Experience in technical troubleshooting, problem-solving, and customer support, with the ability to learn new technologies quickly.
Alternatively, at least 2 years of experience in prepress operations, packaging workflows, prepress automation administration, or specialized prepress software environments.
Experience with prepress solutions such as Automation Engine, Imaging Engine, PackProof, FlexRip, or WebCenter is highly advantageous.
Formal qualifications or training in printing, prepress, packaging production, or commercial printing are considered an advantage.
Previous experience handling complex technical issues involving customers, suppliers, or enterprise software environments.
Good understanding of web application functionality and related technical concepts, gained through professional experience or formal education.
Strong analytical and problem-solving abilities, with a structured, methodical, and calm approach to troubleshooting.
Excellent written and spoken English communication skills.
Strong interpersonal skills, empathy, and active listening abilities, with the capacity to understand customer concerns and build positive relationships.
Ability to communicate technical information clearly and professionally to customers with different levels of technical expertise.
Demonstrated ability to manage difficult customer interactions, de-escalate tense situations, and maintain professionalism under pressure.
Proactive mindset, curiosity, and a strong sense of ownership when investigating and resolving technical challenges.
Ability to work collaboratively with internal teams, subject matter experts, customers, and external suppliers.
Adaptability and willingness to learn new technologies, processes, and support tools.
Comfortable working in a 24/7 customer support environment with rotational shifts and weekend schedules.
Willingness to work in a hybrid arrangement, combining office-based and work-from-home activities according to team requirements.
Shift Schedule (India Standard Time):
First Shift: 3:30 AM – 12:00 PM.
Second Shift: 12:00 PM – 9:00 PM.
Night Shift: 6:30 PM – 3:30 AM (following day).
Weekend coverage may be required on Saturdays and/or Sundays as part of the regular work schedule. Alternate days off will be arranged according to team planning.
Benefits
Hybrid working arrangement combining office-based and remote work.
Full-time employment opportunity in an international technology environment.
Professional development and career advancement opportunities.
Access to continuous learning and opportunities to strengthen technical expertise.
Exposure to specialized prepress software, packaging workflows, and enterprise technology solutions.
Opportunity to work with experienced technical specialists and international customer support teams.
Supportive and collaborative working environment that encourages innovation, knowledge sharing, and teamwork.
Opportunities to take ownership of technical challenges and contribute to meaningful process improvements.
Career development opportunities based on individual strengths, performance, and professional ambitions.
Inclusive workplace culture that values diversity, integrity, customer success, and continuous improvement.