Remote Software Support Engineer

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Remote Software Support Engineer

Location: Mexico City, MEX, MX

Work Arrangement: Hybrid

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 a newly 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 as VB.NET, SQL , and industrial 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 global 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 Science or a related field.
• 2+ years of experience in software support, software development or technical application support.
• Experience with one or more programming languages such as VB.NET, C# .
• Intermediate knowledge SQL or 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 work independently while collaborating within an international team.
• Excellent English proficiency (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 a compensated on‑call rotation (approximately one weekend every 7‑9 weeks).
• Availability to travel for project‑related activities or training. (<5%)

Nice to have:

• Experience in an industrial environments or production systems .
• Knowledge of ERP integrations.
• Familiarity with OPC, PLCs or industrial communication protocols.
• Experience supporting production or automation systems.

You’ll only be the right candidate if you are aligned to our values and culture:

• Winning through customers
• High ethical standards, openness and trust
• Expectations for results
• Respect and value people

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, age and genetic information.

What we offer:

• Competitive salary and benefits
• Year bonus based on personal and team goals
• Work Arrangement : Hybrid, attend the office Tuesday and Thursday.
• Defined career path in the Software team
• Other possible career paths
• Onboarding and training process
• Performance based yearly merit increase
• Health Insurance for employees and legal dependents total paid by the company
• Life Insurance
• Vouchers for groceries
• Saving Fund
• Employee Assistance Program

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.