Technical Support Engineer - Louisville, KY

Packsize; Louisville (KY); On-site; USD 58,000 - 62,000; Full time

Job summary

A leading company is seeking a Technical Support Engineer in Louisville, KY, to provide essential assistance to customers across North America. The role requires strong problem-solving skills, effective communication, and the ability to work in a fast-paced environment. Responsibilities include troubleshooting technical issues, supporting field service engineers, and enhancing customer experience. The company values diversity and offers a competitive pay range based on experience.

Qualifications

• 3-5 years of hands-on technical experience.
• Proficiency in diagnosing and resolving technical issues remotely.
• Spanish language skills are a plus.

Responsibilities

• Answer support calls and collaborate with customers to resolve issues.
• Build and maintain a solutions database to assist call center scripting.
• Train customers on machinery operation and lean principles.

Skills

Problem Solving

Communication

Dependability

Analytical Skills

Education

BS/BA in a related discipline

Job description

Technical Support Engineer - Louisville, KY

Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build technology, design solutions, and automate processes to propel the industry forward. Packaging is more than just a box; it’s about delivering what’s right for our customers, their customers, our people, and the planet.

About The Role

A Technical Support Engineer (TSE) provides essential assistance to Packsize customers across North America. The TSE team engages customers via phone or email, balancing compassion and skill to nurture relationships and resolve issues. The role involves working in a diverse, multicultural team focused on delivering exceptional technical support and building positive customer experiences. We seek motivated individuals interested in technology, quick learners, and problem solvers. Training on our equipment and specific areas will be provided.

Responsibilities

• Answer support calls and collaborate with customers to resolve issues.
• Determine if issues can be resolved remotely or require on-site service.
• Build and maintain a solutions database to assist call center scripting and troubleshoot equipment issues.
• Support field service engineers in their tasks.
• Diagnose problems with limited information, including mechanical/software issues, OS bugs, and hardware/software reinstallation.
• Enhance customer experience by recognizing needs and providing solutions.
• Train customers on machinery operation and lean principles.
• Communicate effectively internally and externally, utilizing CRM systems for documentation and scheduling.
• Update online databases to facilitate data flow and reporting.
• Develop and maintain call scripts in the CRM system to support customer growth.

Qualifications

• BS/BA in a related discipline preferred.
• Spanish language skills are a plus.
• Networking or IT support experience is a plus.
• 3-5 years of hands-on technical experience.
• Proficiency in diagnosing and resolving technical issues remotely.
• Dependability, problem-solving skills, and troubleshooting expertise.
• Strong communication skills, both written and verbal.
• Organized, analytical, and creative in problem resolution.
• Excellent time management skills.
• Comfortable working in fast-paced, high-tech environments.

Working Environment & Physical Demands

This role involves communication, working in production or manufacturing settings, and physical activities such as lifting up to 50 lbs, climbing ladders, and performing physical tasks requiring bending, stretching, and reaching.

Compensation & Benefits

The pay range is $28-$30/hr, dependent on experience and skills. Packsize values diverse backgrounds and encourages all qualified candidates to apply. We are an equal opportunity employer committed to diversity and inclusion, providing accommodations as needed.