Software Support Engineer - Engines

JOB DESCRIPTION: Software Support Engineer - Engines

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 – Engines, you are the customer’s hero in times of need, acting as a strong customer advocate internally and an Esko ambassador externally. You support customers with technical requests, ensuring a seamless support and software deployment experience while helping them stay up and running with Esko solutions.

You will work directly with customers to resolve complex technical challenges, keep them informed throughout the resolution process, and help them continuously derive maximum value from Esko software. The role requires proactive engagement, strong technical expertise, and the ability to anticipate customer challenges while building trusted, long-term partnerships.

JOB DESCRIPTION

WITHIN YOUR ROLE, YOU WILL:

Customer Support & Technical Expertise

• 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 effectively support evolving customer environments.

Issue Resolution & Ownership

• 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.

Customer Relationship & Value Realisation

• 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.

Collaboration & Continuous Improvement

• 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 consistent customer experience.

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 under…