Job Description
As an Interactive Applications Support Engineer, you will be part of a global support team responsible for providing high-quality technical and functional support for Esko’s Interactive Applications. This role requires a strong understanding of Esko software solutions and how customers use them in real-world packaging, premedia, and approval workflows.
You will work directly with customers to troubleshoot issues, guide best practices, and ensure customers achieve maximum value from Esko Interactive Applications. The role blends technical problem-solving, workflow understanding, and customer-focused communication.
Job Description:
Customer Support & Technical Expertise
- Provide functional and technical support for Esko Interactive Applications, understanding how customers use these solutions in packaging design, collaboration, approval, and production workflows.
- Analyze, troubleshoot, and resolve customer-reported issues across software configuration, usage, and integration scenarios.
- Clearly document issues, root causes, and resolutions in support systems to ensure effective knowledge sharing and case continuity.
- Guide customers on best practices to optimize their use of Interactive Applications within their specific environments.
Issue Resolution & Ownership
- Take end-to-end ownership of support cases, ensuring timely updates, accurate troubleshooting, and professional customer communication.
- Escalate complex or product-related issues appropriately, providing clear technical analysis and supporting evidence.
- Collaborate with Team Leaders and senior engineers to resolve high-impact or recurring issues.
Workflow & Domain Understanding
- Apply practical knowledge of packaging workflows, structural design, and premedia processes to diagnose customer challenges effectively.
- Understand how Interactive Applications integrate with other Esko solutions and customer environments.
- Translate customer use cases and pain points into actionable feedback for internal teams.
Collaboration & Continuous Improvement
- Work closely with team members, Team Leaders, and Shift Managers to ensure consistent support quality and SLA adherence.
- Contribute to internal knowledge bases, documentation, and known-issue repositories.
- Participate in training, enablement, and continuous learning initiatives to stay current with product updates and workflow trends.
Technical & Functional Skills
- Demonstrate strong understanding of Esko Interactive Applications and related workflows.
- Apply structured troubleshooting and problem-solving techniques to resolve customer issues efficiently.
- Adapt quickly to new tools, technologies, and product enhancements.
Customer Focus & Communication
- Communicate clearly, professionally, and empathetically with customers.
- Maintain strong ownership and accountability for assigned cases.
- Work effectively with global teams across time zones and functions.
Learning & Teamwork
- Show curiosity and willingness to continuously build technical and domain expertise.
- Collaborate effectively within a team-oriented support environment.
- Follow internal processes, quality standards, and documentation practices.
YOUR EDUCATION AND BACKGROUND EXPERIENCE WILL INCLUDE:
EITHER:
- 1+ years of experience in structural design for packaging and/or Esko software support, including one or more of the following: ArtiosCAD, ArtPro, ArtPro+, PackEdge, Plato, Cape, DeskPack, i-Cut, Studio, VDP.
AND/OR:
- A formal qualification in Printing Technology, Structural Design, or a related discipline, preferably within similar packaging, premedia, or printing businesses.
Additional qualifications:
- Experience in a software or SaaS support environment is an advantage.
- Familiarity with enterprise customer environments and workflows is preferred.
- Strong analytical, communication, and documentation skills.
- Bachelor’s degree or equivalent practical experience.
