Software Support Engineer – I

Esko

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Bangalore, Karnataka, India2 weeks ago

Job Description

As a Software Support Engineer – Solutions (Level-1), you will be an integral part of a global, 24/7 support organization providing first-line technical and functional support for Esko software solutions. You will act as the first point of contact, focusing on initial diagnosis, basic troubleshooting, and maintaining clear customer communication.
Your goal is to ensure that customer issues are clearly understood, properly documented, and either resolved at Level-1 using standard procedures or escalated effectively to Level-2 teams. You will work closely with internal teams and senior engineers, continually developing your technical and domain knowledge in a highly structured support environment.

First-Line Support: Act as the primary point of contact for customers reporting technical issues with Esko software solutions.
Troubleshooting: Gather accurate information and resolve common, known issues utilizing documentation, knowledge bases, and standard procedures.
Escalation Management: Identify complex issues requiring escalation and ensure a clear, complete handover to Level-2 engineering teams.
Case Ownership: Take full ownership of assigned support tickets from initial contact through resolution or escalation, providing timely updates.
Documentation: Accurately log issues, troubleshooting steps, and outcomes in support tools, contributing learnings to internal knowledge bases.
Customer Empathy: Handle tense or challenging customer situations calmly, professionally, and constructively.

Education: Bachelor’s degree or equivalent practical IT experience.
Experience: 1–2 years of experience in IT support, software application support, or installation support. Experience in a SaaS environment is a distinct advantage.
Technical Knowledge: Fundamental understanding of how web applications work, gained through experience or technical qualification.
Problem-Solving: Strong analytical mindset with a calm, methodical approach to diagnosing and resolving software issues.
Communication: Fluent in English (both written and spoken), with the ability to defuse tense customer situations and manage expectations as an excellent listener.
Flexibility: Comfortable working in a rotational 24/7 shift environment, including weekends and public holidays as scheduled.

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