Software Support Engineer – I

Job Description

Software Support Engineer – I Company: Esko Parent Company: Veralto Location: Bangalore Type: Full-Time Role Overview • Provide Level-1 technical support for software solutions • Troubleshoot customer-reported application issues • Handle support tickets and customer communication • Work in a 24/7 global support environment • Collaborate with internal engineering and support teams Key Responsibilities • Act as first point of contact for customer issues • Perform initial troubleshooting and issue analysis • Resolve common software and installation problems • Escalate complex issues to Level-2 teams • Maintain accurate support documentation • Provide timely customer updates • Follow support processes and escalation guidelines • Contribute to knowledge base improvements • Participate in technical training sessions • Support customers professionally and empathetically Required Skills • Technical troubleshooting skills • Understanding of web applications • Analytical and problem-solving abilities • Good verbal and written communication • Customer handling skills • Documentation and reporting skills • Ability to work in rotational shifts • Team collaboration skills Preferred Qualifications • 1–2 years of IT support experience • Experience in software or SaaS support environment • Knowledge of enterprise customer environments • Bachelor’s degree or equivalent experience • Quick learning and adaptability Work Environment • 24/7 support operations • Rotational shifts and weekend support • Hybrid work model • Collaborative global support team Shift Timings • 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 Benefits & Culture • Career growth opportunities • Learning and development support • Inclusive and diverse workplace • Global collaborative culture • Continuous improvement environment • Opportunity to work with international teams Why Join • Work with global enterprise software products • Gain experience in customer-facing technical support • Build expertise in software troubleshooting • Learn in a structured support environment • Opportunity for long-term career growth