Team Lead - Software Support

JOB DESCRIPTION: Team Leader - IAP

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 Team Leader – Interactive Applications Platform (IAP), you will lead a team of support engineers responsible for supporting Esko’s Interactive Applications and related workflows. This role combines strong people leadership with deep functional and technical expertise in Esko Interactive Applications and a clear understanding of how customers use these applications in real-world packaging and premedia environments.

You will act as a technical authority, coach, and escalation point for complex customer issues, while ensuring high-quality, consistent, and customer-centric support delivery. You will work closely with Shift Managers, Product Management, Enablement, and other Support Teams to continuously improve customer experience and operational efficiency.

Job Description:

WITHIN YOUR ROLE, YOU WILL:

Customer & Technical Leadership

• Serve as a subject-matter expert on Esko Interactive Applications, including their integration with the broader Esko ecosystem and customer workflows.
• Act as the primary escalation point for complex, high-impact, or recurring customer issues related to IAP solutions.
• Represent the voice of the customer by translating real-world usage patterns, pain points, and feedback into actionable insights for internal teams.
• Build trusted relationships with customers by ensuring clear communication, accurate guidance, and effective issue resolution.

Team Leadership & Coaching

• Lead, coach, and mentor a team of IAP Support Engineers to deliver consistent, high-quality support.
• Provide hands-on technical guidance, case reviews, and root-cause analysis to improve first-time resolution and reduce escalations.
• Support onboarding, skill development, and continuous technical upskilling of team members, ensuring strong product and workflow knowledge.
• Promote best practices in customer communication, troubleshooting methodology, and case ownership.

Operational Excellence

• Monitor day-to-day support operations for the IAP team, ensuring adherence to SLAs, quality standards, and internal SOPs.
• Proactively identify trends such as recurring defects, configuration issues, or workflow gaps, and drive corrective or preventive actions.
• Partner with Shift Managers and Support Enablement to improve support efficiency through knowledge reuse, documentation, and process improvements.

Cross-Functional Collaboration

• Collaborate closely with Product Management, R&D, Cloud Operations, and Support Enablement teams to ensure readiness for new releases and changes impacting Interactive Applications.
• Contribute to knowledge base articles, internal documentation, and release readiness activities by providing practical, support-driven input.
• Participate in continuous improvement initiatives focused on customer satisfaction, support quality, and operational scalability.

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

Technical & Domain Expertise

• Demonstrate strong hands-on knowledge of Esko Interactive Applications and how customers use them across packaging design, approval, and production workflows.
• Understand common customer environments, integrations, and usage patterns, and translate this understanding into effective support strategies.

Leadership & Communication

• Lead by example with a customer-first mindset and strong ownership of outcomes.
• Communicate clearly and professionally with customers, peers, and stakeholders across regions.
• Balance technical depth with people leadership, coaching, and performance management.

Problem Solving & Continuous Improvement

• Apply structured troubleshooting and root-cause analysis to complex technical issues.
• Use data, case insights, and customer feedback to drive continuous improvement in support quality and efficiency.

YOUR EDUCATION AND BACKGROUND EXPERIENCE WILL INCLUDE:

• Total experience of 6 to 8 years with proven team leader abilities of atleast 3+ years.
• Proven experience as a Support Engineer for at least 5 years in a software support environment.
• Strong functional and technical expertise in Esko Interactive Applications or closely related Esko solutions.
• Experience supporting enterprise customers and complex, multi-system environments.
• Demonstrated people leadership, performance management, and mentoring experience.
• Excellent analytical, communication, and collaboration skills.
• Bachelor’s degree in a relevant technical or engineering field (or equivalent practical experience).

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.