Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label 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 providing advanced software support for industrial automation solutions used by leading manufacturers worldwide.This is an opportunity to join anewly established support hub in Mexico, working alongside colleagues across Europe, Asia and the Americas.
You will troubleshoot complex software solutions that integrate production lines, printers, databases and ERP systems in industries such as Food & Beverage, Pharmaceutical and Consumer Goods.New hires will complete in-person training in the office Monday through Friday for the first 1-2 weeks, 8:30am-5:30pm.
Once training is complete, flexibility to cover shift hours 6:00am-2:30pm will be required to support our international customer base, working in a hybrid environment with onsite office work days Tuesday and Thursday.What you will do:Act as the first point of contact for software related support requests from regional and international customers.Troubleshoot complex software issues and provide accurate, timely resolutions.Investigate incidents involving applications, databases, servers and industrial communication.Develop your technical skills in tools such asVB.NET, SQL, andindustrial communication protocols(e.g., OPC/PLC)



to analyze and solve incidents.Build strong, trust-based relationships with customers through proactive and clear communication.Manage support cases via phone, email and ticketing system while meeting SLA expectations.Collaborate with integral colleagues (Support, Engineering, Project Management) to investigate and resolve complex issues.Document investigations, resolutions and best practices to continuously improve the team's knowledge base.Continuously expand your technical knowledge through training and hands-on experience.Identify and prioritize issues appropriately.Support software deployments and customer implementations when required.Perform other duties as required to support the team.What you need to have:Technical education or relevant experience in:Engineering, IT, Computer Scienceor a related field.2+ years of experiencein software support, software development or technical application support.Experience with one or more programming languages such asVB.NET, C#.
Intermediate knowledgeSQLor similar database query languages.Understanding of Windows environments, networking and server-client software structures.Strong analytical and troubleshooting skills and ability to work under pressure and to prioritize tasks.Excellent communication skills and reasoning ability.Ability to workindependently while collaborating within an international team.ExcellentEnglishproficiency (spoken and written).
Flexibility to start the workday early (typically around 6:00 AM) to support customers across different time zones.Flexibility to participate in acompensated on-call rotation(approximately one weekend every 7-9 weeks).
Availability to travel for project-related activities or training.
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📌 Software Support Engineer (Xico)
🏢 Dover
📍 Xico