Technical Support Engineer

Packsize International; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Packsize International is seeking a motivated Technical Support Engineer to provide world-class support to customers across Europe. You will be the first point of contact for technical issues, balancing problem-solving expertise with outstanding customer service. Full training on our equipment and systems will be provided.

The role involves troubleshooting, remote/onsite decisions, and collaboration with field service engineers to improve knowledge bases and customer outcomes.

Qualifications

• 3–5 years of hands-on technical support experience.
• Fluent in English (spoken and written).
• Diagnose, solve, and implement solutions for mechanical/software issues.
• Strong remote troubleshooting skills.
• Excellent communication and de-escalation skills.

Responsibilities

• Respond to inbound support calls and emails with technical solutions.
• Decide remote vs on-site intervention.
• Support field service engineers with guidance.
• Maintain and enhance the solutions database.
• Diagnose complex mechanical, software, and system issues.
• Train customers on machinery use and lean principles.
• Document activities in CRM and knowledge base.

Skills

English fluency

3–5 years experience

Diagnostics

Remote troubleshooting

Customer service

Communication

Time management

Fast-paced environment

Customer training

Education

BS/BA in a relevant discipline

Job description

Job Description:

About Packsize

We are Packsize. A fast-growth multinational technology company committed to eliminating excessive and unfriendly packaging experiences through the adoption of Right-sized Packaging On Demand® systems, software, and services. Founded in 2002 and headquartered in Salt Lake City, Packsize gives businesses worldwide the ability to improve their customer satisfaction and enhance brand value while gaining efficiencies and savings. We accomplish this through our shared passion for a world where every box, envelope, and package shipped is the right size. This right-sized shipment sends a ripple effect through the supply chain by reducing carbon emissions and fuel needs. In pursuit of packaging sustainability, we value the contribution of our combined experiences, backgrounds, and relationships to create a team where Everyone Fits. Become a part of Packsize and help us build Smart Packaging for a Healthy Planet®.

About the Role

Packsize is looking for a motivated and technically skilled Technical Support Engineer (TSE) to provide world-class support to our customers across Europe. As a TSE, you will be the first point of contact for technical issues, balancing problem-solving expertise with outstanding customer service. You will join a diverse, multicultural team focused on innovation, collaboration, and delivering exceptional support.

This role is perfect for someone who enjoys working with technology, solving problems creatively, and helping customers succeed. Full training on our equipment and systems will be provided.

What You’ll Do

• Respond to inbound support calls and emails, troubleshooting issues with a balance of technical skill and customer empathy.
• Determine whether problems can be resolved remotely or require on-site intervention.
• Support field service engineers by providing guidance, resources, and technical expertise.
• Maintain and enhance the solutions database to improve troubleshooting efficiency and support knowledge sharing.
• Diagnose complex mechanical, software, and system issues with minimal information.
• Train customers on machinery use and lean principles to enhance their experience.
• Document support activities and updates in the CRM and online database system in a timely manner.

What You’ll Bring

• Fluent in English (spoken and written)
• 3–5 years of hands-on technical support experience.
• Proven ability in diagnosing, solving, and implementing solutions for mechanical/software issues.
• Strong remote troubleshooting skills.
• Excellent communication and de-escalation skills.
• Highly organized, analytical, and dependable, with strong time management.
• Comfortable in high-paced, high-technology environments.
• Customer-focused mindset with the ability to train and motivate users.

Nice to Have

• BS/BA in a relevant discipline.
• Fluent in Spanish, Dutch, German, or another European language (written and spoken)
• Networking or IT support experience.
• Experience in electrical engineering and troubleshooting.
• Experience with supporting customers in the field.
• Experience building and maintaining knowledge bases or support documentation.

Opportunity & Inclusion at Packsize

Packsize is committed to creating and maintaining a diverse, equitable, and inclusive workplace. We provide equal employment opportunities to all applicants regardless of race, religion, age, gender identity, sexual orientation, disability, or any other characteristic protected by law. Reasonable accommodations may be made available, to ensure every candidate can perform at their best.

We are committed to fair and transparent compensation practices in line with the principles of, and regulations for, equal pay and pay transparency.

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. At Packsize, we’re committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being.

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.