Software Support Engineer

Location:

Sant Cugat del Vallés – Catalonia, Spain

Salary:

Competitive

Type:

Permanent

Main Industry:

Search Information Technology Jobs

Other Industries & Skills:

Education & Training, Engineering

Advertiser:

Dover Corporation

Job ID:

131505175

Posted On:

14 January 2025

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full range of reliable and innovative inkjet, thermal transfer, laser, print and label application 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 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 such as Food & Beverages and Pharma.

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.
-Build a trust relationship with our customers by:
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-communicating proactively on ticket updates
-participating in meetings with several stakeholders to collect information and set an action plan
-following up internally with other teams to ensure a solution is delivered on time
-Handle calls and emails from customers within SLA’s.
-Open tickets in a case management system and capture all relevant info about the incidence.
-Solve software issues.
-Escalate to the senior helpdesk engineer 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.
-Other duties needed in the team.
 

What you need to have: 

-Technical education: Engineering, IT or Higher Education in Computer Science or similar
-Minimum 3 years of experience providing Software support to client and/or developing Software projects
-Experience in an industrial environment is a plus
-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 understanding
-Basic knowledge of SQL or similar language
-Flexibility to work in shifts (morning and afternoon)
-Flexibility for being on call guards during the weekends (on average 1 weekend every 6-8 weeks and paid extra)
-Experience in supporting or delivering software solutions is a plus
-Experience with a ticket management system is a plus
-Excellent written and spoken English. French, Spanish or Dutch would be a great plus
-Excellent communication skills, both spoken and written
-Effective listening skills
-Good reasoning ability by clearly defining problems, analyzing data and establishing facts
-Customer and result driven
-Ability to prioritize appropriately and multi-task effectively
-Strong team player
-Ability to work effectively under pressure in a fast-paced, changing environment
 

What we offer: 

-Permanent contract
-Competitive salary
-Year bonus based on personal and team goals
-Defined career path in the Software team
-Other possible career paths
-“Flexi work” policy: 2 days from home (full remote when afternoon shift)
-Health and life insurance
-Onboarding and training process
-Daily meal allowance
 

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   

#LI-DNI  #SWE

Work Arrangement : Hybrid 

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.

Job Function : Customer Service

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