Remote Technical Support Specialist — Production Uptime

Pregis Corporation

Tulsa (OK)

On-site

USD 55,000 - 85,000

Full time

14 days+

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Job summary

Pregis Corporation is seeking a Technical Support Specialist for a remote role with a 2pm-10pm shift. You will provide fast, accurate remote intake, triage incidents, and recover customer production equipment to protect uptime.

You’ll act as the TSOC frontline, guiding remote recovery and escalating when needed to Field Technical Solutions. Responsibilities include structured intake, remote troubleshooting with HMI data and telemetry, accurate ticket documentation, and coordination with Field

Qualifications

3+ years in technical support, field service support, or equipment troubleshooting.
Hands-on experience supporting electromechanical or automated equipment.
Ability to troubleshoot systems using structured diagnostic approaches.

Responsibilities

Serve as the first technical point of contact for inbound customer support requests.
Perform structured intake to identify machine state, fault conditions, safety concerns, and production impact.
Prioritize tickets based on uptime risk, SLA requirements, and customer impact.
Determine whether issues can be resolved remotely or require escalation to onsite Field Technical Solutions.
Execute remote troubleshooting using HMI data, alarms, error logs, telemetry, and customer observations.
Escalate complex or unresolved issues with complete technical context and documented findings.
Initiate Work Orders and support field service scheduling when onsite response is required.
Document all tickets accurately and consistently in C4C and Field Service Management systems.