Technical Support Engineer - Salt Lake City, UT

Packsize; Salt Lake City (UT); On-site; USD 38,572 - 41,328; Full time

Job summary

An established industry player is seeking a Technical Support Engineer to provide exceptional assistance to customers across North America. This role involves engaging with clients to resolve technical issues, enhancing their experience through effective communication and problem-solving. The ideal candidate will thrive in a fast-paced environment, leveraging their technical expertise and customer service skills to support a diverse clientele. Join a forward-thinking company that values innovation and teamwork, and contribute to redefining the packaging industry with cutting-edge technology.

Qualifications

• 3-5 years of hands-on technical support experience required.
• Proven ability in diagnosing and resolving technical issues remotely.

Responsibilities

• Answer inbound support calls and resolve customer issues.
• Build and maintain a solutions database for troubleshooting.

Skills

Technical Support

Problem-Solving

Communication Skills

Customer Service

Spanish Language Skills

Education

BS/BA in a related discipline

Tools

CRM System

Packsize Technology

Job description

Technical Support Engineer - Salt Lake City, UT

Get AI-powered advice on this job and more exclusive features.

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 help 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 providing exceptional technical support.

We are looking for a motivated individual with an interest in technology, quick learning ability, and enjoyment in working with customers and solving problems. Training on our equipment will be provided for all individuals, with additional specialized training as needed. We value a positive and constructive working environment, so we seek individuals eager to work with industry-leading technology in such an atmosphere.

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 on-site support is needed.
• Build and maintain a solutions database to assist in troubleshooting and support.
• Support field service engineers with troubleshooting equipment issues.
• Identify and diagnose problems with minimal information, including mechanical/software issues and system bugs.
• Enhance customer experience by recognizing needs and providing solutions.
• Train customers on machinery operation and lean principles.
• Communicate effectively internally and externally, utilizing the CRM system for recording and scheduling.
• Update online databases to facilitate data flow and reporting.
• Contribute to the call center scripts in the CRM to support customer growth.

What You'll Bring

• 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 support experience.
• Proven ability in diagnosing and resolving technical issues remotely.
• Dependability, problem-solving skills, and troubleshooting expertise.
• Excellent de-escalation skills and reliability during hotline shifts.
• Self-motivation and experience managing technical issues and projects.
• Proficiency with Packsize technology and attention to detail.
• Strong communication skills, both written and verbal.
• Organized, analytical, and creative in problem-solving.
• Effective time management skills.
• Comfortable in high-paced, high-tech environments.

Working Environment and Physical Demands

The role may require:

• Communication with others to exchange information.
• Working in a production or manufacturing environment.
• Working in noisy and variable temperature conditions.
• Standing for prolonged periods and moving objects up to 50 lbs.
• Climbing ladders, stairs, and performing physical tasks.

What We Offer

The pay range for this role is $28-$30/hr, depending on experience and qualifications. We consider various factors when extending an offer, including responsibilities, experience, education, and skills.

We encourage candidates who meet most requirements to apply, as we value diverse backgrounds and experiences.

Packsize is an Equal Opportunity Employer committed to diversity and inclusion. We prohibit discrimination based on race, ethnicity, religion, gender, age, sexual orientation, gender identity, veteran status, disability, or genetic information. We welcome applications from underrepresented groups and provide accommodations during the application process.