Software Support Engineer I - 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 …