Manager – Software Support Full Time NEW

WHO WE ARE:

Esko is a part of Veralto’s Product Quality & Innovation companies. Esko is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. Our products empower teams to support and manage the packaging design and print processes for brand owners, retailers, pre-media and trade shops, manufacturers, and converters.

Veralto is a global leader in essential technology solutions with annual revenue of nearly $5 billion and a proven track record of solving some of the most complex challenges we face as a society. Our industry-leading companies and globally recognized brands are building on a long-established legacy of innovation and customer trust to create a safer, cleaner, more vibrant future. Veralto is headquartered in Waltham, Mass. with 13 operating companies and 300+ locations worldwide. Our global team of 16,000 associates is committed to making an enduring positive impact on the world and is united by a powerful purpose: Safeguarding the World’s Most Vital Resources™.

Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto (VLTO) is creating today.

Veralto’s Product Quality & Innovation companies—Esko, Linx, Pantone, Videojet, and X-Rite—help package and protect the world’s food, medicine, and essentials, tracing and authenticating billions of goods that travel the global supply chain every day.

Veralto’s Water Quality companies—Aquatic Informatics, ChemTreat, Hach, McCrometer, OTT HydroMet, Sea-Bird Scientific, Trojan Technologies and XOS—help manage, treat, purify, and protect the global water supply, from municipal and industrial wastewater treatment facilities to lakes, rivers, watersheds, and oceans.

Job summary:

WITHIN YOUR TEAM:

As a Support Manager, you will lead and develop teams of Support Engineers responsible for delivering high-quality technical support for Esko’s software portfolio. This role focuses on people leadership, operational excellence, and customer satisfaction. You will ensure that support teams operate efficiently, follow defined processes, and have the technical and product knowledge required to resolve customer issues effectively.

The Support Manager works closely with Support Enablement, Product, Engineering, Cloud Operations, and Quality teams to continuously improve support outcomes, reduce escalations, and enhance the overall customer experience.

Job Description:

WITHIN YOUR ROLE, YOU WILL:

• Lead, coach, and manage teams of Support Engineers, fostering a culture of accountability, learning, and customer-centricity.
• Act as an escalation point for complex or high-impact customer issues, ensuring timely resolution and clear communication.
• Ensure consistent adherence to support processes, SOPs, SLAs, and quality standards.
• Monitor support performance metrics (e.g., case backlog, resolution time, SLA compliance, customer satisfaction) and drive corrective actions where needed.
• Partner with Enablement and Training teams to identify skill gaps and ensure ongoing technical and product training for the team.
• Collaborate with Product Management and Engineering to provide structured feedback on product issues, defects, and customer pain points.
• Ensure effective shift coverage, workload balancing, and resource planning across the support team.
• Support continuous improvement initiatives by identifying process inefficiencies and implementing practical improvements.
• Represent the voice of the customer internally while ensuring Esko’s standards and expectations are upheld in customer interactions.

WE ARE LOOKING FOR A PROFESSIONAL WHO CAN DO THE FOLLOWING:

People & Team Management

• Provide regular coaching, feedback, and performance management for team members.
• Support onboarding of new Support Engineers, ensuring timely completion of required training and readiness to handle customer cases.
• Foster a positive, inclusive team environment aligned with Veralto and Esko values.

Technical & Product Expertise

• Maintain an understanding of Esko’s software products (e.g., Automation Engine, Imaging Engine, WebCenter, ArtPro+, ArtiosCAD, and related solutions).
• Guide the team in troubleshooting complex technical issues and applying best practices.
• Ensure consistent and accurate technical communication with customers.

Operational Excellence

• Track and analyze support KPIs and trends to proactively address risks.
• Ensure proper documentation of cases, root cause analysis, and knowledge sharing.
• Drive adherence to quality, security, and compliance requirements, including QMS-related processes.

Cross-Functional Collaboration

• Work closely with Enablement, Product, Engineering, Cloud Operations, and QA/QMS teams to improve support readiness and outcomes.
• Participate in release readiness activities to ensure the support team is prepared for new features and changes.

YOUR EDUCATION AND BACKGROUND EXPERIENCE WILL INCLUDE:

• Total experience of 8 to 10 years.
• Experience in managing teams for at least 5 years, and a quick learner.
• Analytical mindset, with a calm, methodical approach to problem solving.
• Excellent communication and project management abilities to drive cross-functional initiatives.
• Knowledge of support systems and tools and content management systems
• Knowledge of technical writing best practices and documentation processes in a support or product environment.
• Bachelor’s degree in a relevant field.

Location:Bangalore

Shift Structure:

• Rotational every 4 months:
• Shift 1: 3:30 AM – 12 PM
• Shift 2: 12 PM – 9 PM (mandatory hybrid weeks)
• Shift 3: 6:30 PM – 3:00 AM

What We Value

We believe that real breakthroughs come from teams that think big and respect each other’s differences – different ideas, different perspectives, and different experiences. We encourage all voices to be heard, both internally as we collaborate and externally as we listen to our customers’ most pressing needs. And we would love to have you on this journey with us! Apply today.

Our Culture

More important than what we do is how we operate together as a team across our global organization. Each of our businesses has a unique local culture which is inspired by variety of perspectives our diverse team members bring to the table. However, Veralto and all our businesses share the same foundation comprised of our values and passion for continuous improvement through the Veralto Enterprise System that enables our teams to bring our unifying purpose to life around the world.

Our Values

• We serve humanity with purpose and integrity.
• We unlock ingenuity for customer success.
• We deliver results as a team.
• We continually improve for enduring impact.

Our offer

• We grow talent; we give you the opportunity to develop your career based on your strengths. ESKO is a career destination for engaged passionate and talented people who are driven to seek innovation, growth, and opportunity.
• A career with ESKO will push you and challenge you, providing growth opportunities and the
• prospects to advance your career.
• If you are a driven high achiever, you will work with committed, like-minded people, giving you the
• support to reach your full potential.
• At Veralto, your potential is amplified. Our culture of continuous improvement defines who we are, drives our success, and translates to a career without limits for our team of curious associates.

Equal Opportunity:

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.

, Kanika Sharotri