Department: Customer Success
Location: Remote India
Description
Optitex and NedGraphics are leading global providers of advanced software
solutions driving digital transformation across the textile and apparel
industries. With more than 40 years of market leadership, NedGraphics
specializes in CAD/CAM solutions for textile design - serving the apparel,
flooring, home furnishings, and related sectors - while Optitex delivers
integrated 2D and 3D product development tools for fashion, transportation
interiors, and furniture. Together, they streamline design-to-production
workflows, enhance creativity, maximize material efficiency, and promote
sustainable, data-driven product development. Trusted by tens of thousands
of users worldwide, both brands maintain a strong global footprint with
offices across North America, Europe, and Asia.
NedGraphics and Optitex are part of the Dorado Software Group, within
Constellation Software Inc. (TSX: CSU.TO). Founded in 1995, Constellation
operates over 1,000 software businesses across more than 150 industries,
employing 55,000+ people globally and generating over US$10 billion in
annual revenue. Unlike traditional holding models, it follows a buy and
hold forever philosophy - continuously investing in the long-term growth of
its companies, their products, brands, and people. This structure provides a
stable, entrepreneurial environment where teams are empowered to
innovate, grow, and make lasting industry impact.
About the role:
We are looking for a motivated and technically inclined individual to join our team as a Junior Level
Technical Support Technician. The ideal candidate will have a foundational understanding of textile
production processes, experience with NedGraphics design and production software, and general IT
support skills.
The candidate will be responsible for supporting customers in either the Europe or US time
zones.
Key Responsibilities
Provide first-line licensing (NEDKey) support to European & UK customers for NedGraphics design
and production software (e.g., Texcelle, Easy Coloring, Easy Weave, etc.).
Assist customers with NEDKey licensing system rollout by:
- Migration from old to new NEDKey licensing platform;
o Installation of design and production software with NEDKey setup;
o Arranging technical meetings with customers to discuss implementation;
o Troubleshoot, diagnose and fix any rollout issues. - Collaborate with stakeholders to:
o Identify license contractual-related issues and escalate to the Account Managers or other
internal stakeholders; - Gather licensing details and work with Back Office team with NEDKey OrgAdmin setup;
- Involve Customer Success Specialist for 2nd-level support related to complex issues;
- Use CRM Ticketing system to log and track all communication internally and with
customers during rollout; - Provide feedback to Product Management of lessons learned, issues found and
improvement suggestions for NEDKey; - Keep the NEDKey FAQs and User manual updated; an interacting/escalating issues to 10DUKE, the license platform provider if needed.
- Support designers with basic IT issues including hardware, software, printers and network
connectivity. - Manage the logging and tracking of bugs and feature requests through the internal reporting
platform. - Escalate complex issues to senior Customer Success team members when necessary.
- Maintain a helpful and professional approach to user support.
Skills, Knowledge and Expertise
- Familiarity with NedGraphics software used in textile design and production.
- Basic understanding of textile production workflows, including digital printing and weaving a benefit.
- General IT knowledge, including Windows OS, network basics, and common office hardware.
- Strong communication and troubleshooting skills.
- Ability to learn quickly and adapt to new tools and systems.
- Teamoriented with a customer-focused mindset.
- Strong problem-solving skills and attention to detail.
- Excellent communication and interpersonal abilities.
- Ability to work independently and manage multiple support requests efficiently.
- Technical diploma or completed coursework in Information Technology, Textile Technology, or a
related discipline. - Experience providing technical support to customers highly desirable
- Proficiency with textile design software; hands-on experience with NedGraphics would be an
added benefit - Practical experience in a textile production environment, with an understanding of design-to-
production workflows (preferred). - Familiarity with color calibration tools and textile output devices is considered an asset.
