Software Application Support Engineer

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes.

As a member of the Global PI Helpdesk (Packaging Intelligence) you will be part of an international team that provides Software Support on automated labelling, coding and Anti-counterfeiting solutions for customers in a variety of markets.

 What you will do:

• Be the First Point of Contact for Software claims from international customers.
• Troubleshoot software issues on custom applications, including the identification of design flaws. VB.net and transact SQL are the most used technical skillset, among others.
• Handle calls and emails from customers within SLA’s.
• Open tickets in a case management system and capture all relevant info about the incidence.
• Escalate to the global helpdesk engineers when necessary.
• Proactively follow up with customers to ensure issue resolution.
• Develop and maintain technical and operational competencies on our Products, third party software and any device part of the project scope (printers, scanners, plc) through study, training, hands on experience.
• Identify and prioritize issues appropriately.
• Maintain Project documentation up to date.

What you need to have:

• Technical education and 3 years of experience related to supporting or delivering software solutions.
• Knowledge of a wide range of computer systems software, applications, databases, hardware, networking and communications
• Basic programming skills (C/C++/VB.net/python/etc.) or its understanding.
• SQL is a plus.
• Flexibility for being on call guards during the weekends (on average 1 weekend every 6 weeks).
• Experience with a ticket management system is a plus.
• Excellent written and spoken English is a must.

You’ll only be the right candidate if you are aligned to our values and culture:

• Collaborative entrepreneurial spirit
• Winning through customers
• High ethical standards, openness and trust
• Expectations for results
• Respect and value people

If you believe you match our values and have the experience we’re looking for, then apply! We can’t wait to hear from you.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.