Software Support Engineer - SOLUTIONS

JOB DESCRIPTION: Software Support Engineer - SOLUTIONS

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 a Software Support Engineer – Solutions (Level‑1), you will be part of a global, 24/7 support organization providing first‑line technical and functional support for Esko software solutions.

This role focuses on initial diagnosis, basic troubleshooting, and customer communication, ensuring customer issues are clearly understood, properly documented, and resolved where possible at Level‑1 or escalated effectively with thorough analysis.

You will work closely with customers, internal teams, and senior engineers while developing your technical and domain knowledge in a structured support environment.

JOB DESCRIPTION

WITHIN YOUR ROLE, YOU WILL:

Level‑1 Customer Support & Troubleshooting

• Act as the first point of contact for customers reporting issues with Esko software solutions.
• Gather accurate information, understand reported problems, and perform initial troubleshooting.
• Resolve common and known issues using documentation, knowledge bases, and standard procedures.
• Identify when issues need escalation and ensure complete and clear handover to Level‑2 teams.

Case Ownership & Communication

• Take ownership of assigned support cases from initial contact until resolution or escalation.
• Communicate clearly, professionally, and empathetically with customers.
• Provide timely updates and manage customer expectations effectively.
• Handle tense or challenging customer situations calmly and constructively.

Documentation & Process Adherence

• Document issues, troubleshooting steps, findings, and outcomes accurately in support tools.
• Follow defined support processes, quality standards, and escalation guidelines.
• Contribute to knowledge bases by sharing learnings and known solutions where applicable.

Collaboration & Learning

• Work closely with team members, Team Leaders, and other support teams across time zones.
• Participate in training, shadowing, and enablement sessions to build product and technical expertise.
• Show willingness to learn and grow towards handling more complex issues over time.

WE ARE LOOKING FOR A PROFESSIONAL WHO IS:

• 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.
• Willing to work in hybrid mode (office and work‑from‑home) based on team planning.

SHIFT DETAILS

• 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. These will count as regular workdays, with alternate days off provided based on schedule planning by the Team Leader.

YOUR EDUCATION AND BACKGROUND EXPERIENCE WILL INCLUDE:

• Strong problem‑solving skills and ability to learn quickly.
• An analytical mindset with a calm and methodical approach to troubleshooting.
• Experience handling technical issues with customers and/or internal stakeholders.
• Either:
  • 1–2 years of experience in IT support or software application / installation support.
• Experience in a software or SaaS support environment is an advantage.
• Familiarity with enterprise customer environments is preferred.
• Bachelor’s degree or equivalent practical experience.

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.

Our Culture

More important than what we do is how we operate together as a team across our global organization. Each of our businesses has a unique local culture which is inspired by variety of perspectives our diverse team members bring to the table. However, Veralto and all our businesses share the same foundation comprised of our values and passion for continuous improvement through the Veralto Enterprise System that enables our teams to bring our unifying purpose to life around the world.

Our Values

• We serve humanity with purpose and integrity.
• We unlock ingenuity for customer success.
• We deliver results as a team.
• We continually improve for enduring impact.

Our offer

• We grow talent; we give you the opportunity to develop your career based on your strengths. ESKO is a career destination for engaged passionate and talented people who are driven to seek innovation, growth, and opportunity.
• A career with ESKO will push you and challenge you, providing growth opportunities and the
• prospects to advance your career.
• If you are a driven high achiever, you will work with committed, like-minded people, giving you the
• support to reach your full potential.
• At Veralto, your potential is amplified. Our culture of continuous improvement defines who we are, drives our success, and translates to a career without limits for our team of curious associates.

Equal Opportunity:

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
 

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.