Software Support Engineer - Engines

About the Role

As a Software Support Engineer - Engines, you will play a key role in delivering high-quality technical support for advanced prepress and packaging software solutions used by customers worldwide.

Responsibilities

• Provide technical support for prepress engine solutions, assisting customers with software deployment, configuration, troubleshooting, and issue resolution.
• Respond promptly to customer inquiries, take ownership of technical cases, and communicate clear updates throughout the resolution process.
• Investigate and resolve complex technical issues while proactively identifying recurring problems and recommending long-term improvements.
• Build strong relationships with customers by acting as a trusted technical advisor and ensuring they achieve maximum value from the software solutions.
• Collaborate with subject matter experts and cross-functional teams to resolve escalated issues, improve support processes, and enhance the overall customer experience.
• Continuously expand technical knowledge by staying current with new technologies, product enhancements, and industry best practices.
• Contribute to a customer-centric support environment by sharing knowledge, improving documentation, and supporting continuous operational excellence.

What You'll Need

• Experience troubleshooting technical issues in customer-facing support or technical service environments.
• Strong analytical and problem-solving skills with the ability to resolve complex technical challenges using a structured approach.
• Experience working with web applications and a solid understanding of their functionality and underlying technologies.
• Excellent verbal and written communication skills in English, with the ability to manage customer expectations professionally and effectively.
• Strong interpersonal skills, including empathy, active listening, and the ability to de-escalate challenging customer situations.
• Experience in prepress, packaging workflows, print production, workflow automation systems, or related technologies is highly desirable.

Resume Tip

Highlight your experience in troubleshooting technical issues, working with web applications, and communicating effectively with customers.