Engineer, Technical Support

Engineer, Technical Support (Onsite)

Onsite in either our Louisville, KY or Salt Lake City, UT office.

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.

A Technical Support Engineer (TSE) provides invaluable assistance for Packsize customers across North America. The TSE team engages customers via phone or email, combining compassion and skill to nurture relationships and improve service. You will work daily in a diverse, multicultural environment, providing exceptional technical support.

• 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 to support call‑center scripting and field engineers.
• Serve as a resource to field service engineers in their respective job functions.
• Identify and diagnose problems with little information, including mechanical/software issues, operating‑system bugs, and reinstalling software or hardware.
• Enhance the customer’s positive experience by recognizing needs and providing solutions.
• Motivate customers through training on operating machinery and implementing lean principles.
• Communicate effectively, both internally and externally, and utilize the CRM system to record and schedule engineering functions.
• Update online database systems promptly to facilitate machine data flow and dashboard reporting.
• Build and maintain call center scripts in the CRM system to support Packsize customer growth.

• BS/BA in a related discipline (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.
• Experience diagnosing, solving, and implementing solutions to technical issues.
• Experience in high‑level remote troubleshooting.
• Reliability and excellent problem‑solving ability during Technical Support shifts.
• Excellent de‑escalation skills to reduce potential dispatches.
• Self‑motivated with a proven track record in managing technical issues and projects.
• Highly proficient with Packsize technology, attention to detail.
• Strong communication skills, professional written and verbal communication with customers, internal and external.
• Organized and analytical, capable of removing obstacles through creative approaches.
• Strong time‑management skills.
• Comfortable in high‑paced, high‑technology environments.

• Communicate with others to exchange information.
• Work within a production facility, warehouse, or manufacturing environment.
• Operate 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 50 lbs.
• Ascend and descend ladders, stairs, scaffolding, ramps, steps, stools, and the like.
• Perform tasks that require bending, stretching, pushing, pulling, carrying, and reaching.

The range for this role is $28‑$30/hr; however, Packsize considers several factors when determining compensation, including role responsibilities, candidate 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. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places.

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize 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.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industries:
  Packaging and Containers Manufacturing