Engineer, Technical Support

Job Description: Technical Support Engineer - Onsite (Louisville, KY or Salt Lake City, UT) Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box—it’s delivering what’s right for our customers, their customers, our people, and the planet. About The Role A Technical Support Engineer (TSE) provides invaluable assistance to Packsize customers throughout North America. Only a phone call or email away, the TSE team engages our customers with compassion and skill to improve and nurture existing relationships. You will work daily in a diverse, multicultural team focused on providing exceptional technical support. What You'll Do Answer inbound support calls and collaborate with customers to resolve issues. Determine whether calls can be resolved over the phone or if they must be fixed on‑site by a field service engineer. Build and maintain a solutions database that supports call‑center scripting and serves as a resource for field service engineers to troubleshoot equipment. Act as a resource to field service engineers in their respective job functions. Identify and diagnose problems with limited information, including mechanical/software issues, operating‑system bugs, and reinstalling software or hardware. Enhance the customer’s positive experience by recognizing their needs and providing solutions. Motivate customers through training on how to operate machinery and implement lean principles. Communicate effectively, both internally and externally, and use the CRM system to record and schedule engineering functions. Update the online database system in a timely manner to support machine data flow and dashboard reporting. Build and maintain call‑center scripts in the CRM system to support Packsize customer growth. What You'll Bring BS/BA in a related discipline is strongly preferred. Spanish speaking is a plus. Advanced degrees are a plus. Networking or IT support experience is a plus. 3–5 years of hands‑on experience diagnosing, solving, and implementing solutions to technical issues. Experience in high‑level remote troubleshooting. Complete dependability, excellent problem‑solving, and troubleshooting skills. Proven track record of reliability during Technical Support shifts. Excellent de‑escalation skills to reduce potential dispatches. Self‑motivated with a proven record in managing technical issues and projects. Highly proficient with Packsize technology and strong attention to detail. Strong communication skills for professional written and spoken customer interactions. Organization and analytical skills to solve obstacles creatively. Excellent time‑management skills. Familiarity and comfort within high‑paced, high‑technology environments. Working Environment and Physical Demands Communicate with others to exchange information. Work within a production facility, warehouse, or manufacturing environment. Work in a noisy environment at various temperatures. Remain in a stationary position, often standing for prolonged periods. Move objects (equipment, machinery, and products) up to 50lb. Ascend and descend ladders, stairs, scaffolding, ramps, steps, stools, and the like. Perform tasks that require you to bend, stretch, push, pull, carry, and reach. What We Offer The range for this role is $28–$30/hr; however, Packsize considers several factors when determining compensation, including but not limited to the role, associated responsibilities, the candidate’s prior experience, education/training, and any special skills. If this role excites you but you don’t meet every requirement listed, we encourage you to apply anyway. Packsize welcomes applicants of all backgrounds and experiences and understands that the best candidates may come from the most unlikely of places. Equal Opportunity Employment Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize’s policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities. #J-18808-Ljbffr