Packsize
Join to apply for the Engineer, Technical Support role at Packsize.
Onsite in either our Louisville, KY or Salt Lake City, UT office.
About Packsize 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 for Packsize customers throughout North America. Only a phone call or email away, the TSE team engages our customers with a helpful balance of compassion and skill to improve and nurture our existing customer relationships. A TSE works daily in a diverse, multicultural team focused on bringing out the best in each person while working towards providing exceptional technical support for our customers.
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 in line with the call center scripting and as a resource for field service engineers to troubleshoot equipment issues.
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 with Packsize by recognizing their needs and providing solutions.
Motivate customers through training how to operate machinery and implement lean principles.
Communicate effectively, both internally and externally, and utilize the CRM system to record and schedule engineering functions.
Update online database system in a timely manner to facilitate the flow of machine data 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 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.
Experience in diagnosing, solving, and implementing solutions to technical issues.
Experience in high‑level remote troubleshooting.
Completely dependable, excellent at problem‑solving and troubleshooting.
Proven track record of reliability 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 with a strong attention to detail.
Possess strong communication skills and the ability to communicate professionally in written responses to emails and phone communications to customers both internal and external.
Must be organized and analytical, able to eliminate obstacles through creative approaches.
Proven to possess great time management skills.
Familiar and comfortable with high‑paced, high‑technology environments.
Working Environment and Physical Demands To successfully perform the essential functions of this job, you will be required to:
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 50 lbs.
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 when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate’s prior work experience, education/training, and any special skills.
Packsize is an Equal Opportunity employer 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.
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Onsite in either our Louisville, KY or Salt Lake City, UT office.
About Packsize 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 for Packsize customers throughout North America. Only a phone call or email away, the TSE team engages our customers with a helpful balance of compassion and skill to improve and nurture our existing customer relationships. A TSE works daily in a diverse, multicultural team focused on bringing out the best in each person while working towards providing exceptional technical support for our customers.
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 in line with the call center scripting and as a resource for field service engineers to troubleshoot equipment issues.
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 with Packsize by recognizing their needs and providing solutions.
Motivate customers through training how to operate machinery and implement lean principles.
Communicate effectively, both internally and externally, and utilize the CRM system to record and schedule engineering functions.
Update online database system in a timely manner to facilitate the flow of machine data 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 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.
Experience in diagnosing, solving, and implementing solutions to technical issues.
Experience in high‑level remote troubleshooting.
Completely dependable, excellent at problem‑solving and troubleshooting.
Proven track record of reliability 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 with a strong attention to detail.
Possess strong communication skills and the ability to communicate professionally in written responses to emails and phone communications to customers both internal and external.
Must be organized and analytical, able to eliminate obstacles through creative approaches.
Proven to possess great time management skills.
Familiar and comfortable with high‑paced, high‑technology environments.
Working Environment and Physical Demands To successfully perform the essential functions of this job, you will be required to:
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 50 lbs.
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 when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate’s prior work experience, education/training, and any special skills.
Packsize is an Equal Opportunity employer 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.
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