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Danaher Corporation Solution Support Engineer (Remote Working) in Amersham, Bucks., United Kingdom

Esko, a Danaher company, is a global provider of integrated software and hardware solutions that digitize, automate, and connect the go-to-market process of consumer goods. Esko connects people, processes, and tools to meet the needs of global brands and the people who trust them. Esko customers bring consumer products to life with accuracy, efficiency, and speed. Packaging for 9 out of 10 major brands is produced by Esko customers today. Headquartered in Gent, Belgium, Esko employs 1800 people worldwide with a unique focus on the packaging.

Esko, Brand Solutions is a business unit within Esko, and it helps its customers make the best packaging for billions of consumers. Our product portfolio supports and manages the packaging and print processes for consumer-packaged goods (CPG) brands, pharma, life science, and retail customers.

Esko solutions are used in packaging management (WebCenter), asset management (MediaBeacon), artwork creation and 3D visualization (Studio), structural design (ArtiosCAD), prepress, workflow automation (Automation Engine), quality assurance, sample-making, palletization (CapePack), supply chain collaboration and/or the production of signage and displays.

The Esko family includes solutions from recent acquisitions including Enfocus, with its PDF quality control tools and automation solutions, MediaBeacon, with its digital asset management (DAM) solutions, and BLUE Software, with its SaaS label and artwork management applications.

Our core values

We empower creativity and unconventional thinking to help us uncover breakthrough solutions and accelerate the pace of innovation. We believe with conviction that diversity helps us uncover more powerful customer insights and ultimately creates a competitive advantage in the markets we serve.

And we would love to have you on this journey with us! Apply today.

The Solution Support Engineer is a unique opportunity to contribute in a meaningful way and help preserve the company’s reputation and business. In this role, the Software Support Specialist will:

  • Serve as the first point of contact for customers seeking technical assistance

  • Investigate, triage, and troubleshoot software support issues submitted through Esko Support Portal

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions

  • Determine the best solution based on the issue and details provided by customers

  • Walk the customer through the problem-solving process

  • Direct unresolved issues to the next level of support, as needed

  • Follow-up and update customers on the support tickets’ status

  • Socialize feedback or suggestions by customers to the appropriate internal team

  • Fully understand Escalation process

  • Fully understand Change management process

  • Enrich product Knowledge base by writing KB articles that can be used internally or by customers

  • Works under the close direction of senior personnel

Critical Success Factors for the Ideal Candidate Profile are:

  • Excellent communication skills, both verbal and written

  • Customer-oriented and patient to deal with non-technical customers

  • Ability to provide step-by-step technical help, both written and verbal

  • Ability to perform remote troubleshooting

  • Taking ownership of customer issues reported and seeing problems through to resolution

We are looking for a professional who is:

  • Motivated and Driven – to focus and direct their energy and efforts towards achieving success

  • Team Player – relationship savvy people who intentionally make connections with both internal

  • Partners and external contacts.

  • Customer-Oriented Achiever - create commitment and trust through strong work ethics and

  • customer-focused attitude

  • A flexible and creative professional style with a knack for building relationships, influencing, and challenging the status quo

  • Service-oriented, team player who seeks feedback to continuously improve processes

  • Excellent listening skills and ability to understand and interpret business needs to define communication requirements for a variety of audiences

Your Education and/or Background Experience will include:

  • BS degree in Information Technology, Computer Science, or equivalent work experience

  • Good understanding of computer systems, web-based applications, and SaaS models

  • Experience with providing software support to Enterprise SaaS clients

  • Basic knowledge of network security practice

  • Basic SQL scripting knowledge not required but desirable

  • Basic JavaScript knowledge not required but desirable

  • English and an additional European language is required

Our offer

You will be part of a dynamic team in which there is a high focus on delivering results and continuous improvement, but also where having fun and teamwork is very important.

It's a fast-paced environment, a consultative role, where you will get to partner with people to achieve their strategic business goals.

You will work in a leading global company, with a Manager who cares about you, your strengths and will help you to develop the best possible version of yourself.

At Danaher, 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 65,000 intellectually curious associates. Listen to our voices: https://jobs.danaher.com/global/en/our-difference

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, 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.If you’ve ever wondered what’s within you, there’s no better time to find out.