Software Engineer
We're Not Just in the Packaging Business–We're in the "Wow" Business The Technical Support Specialist is responsible for fast, accurate remote technical intake, triage, and recovery of customer production equipment to protect uptime and
We're Not Just in the Packaging Business–We're in the "Wow" Business
Pregis is Hiring!
Reports To: Service Support Manager
Fully Remote Role
Summary of Job
The Technical Support Specialist is responsible for fast, accurate remote technical intake, triage, and recovery of customer production equipment to protect uptime and minimize unnecessary field service dispatches. This role serves as the Technical Support Operations Center (TSOC) frontline support; using structured workflows, FSM tools, telemetry, and remote diagnostics to restore operation and avoid truck rolls. Provide accurate information to ensure seamless handoff and operational excellence when escalation to Field Technical service is required.
Essential Functions and 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 provided observations. ◦ Guide customers through safe corrective actions to restore operation whenever possible. ◦ Resolve issues remotely to avoid unnecessary truck rolls while maintaining safety and quality standards. ◦ 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. ◦ Ensure accurate problem descriptions, parts identification, and job scope are provided to field technicians. ◦ Support travel time optimization and technician utilization through clean, complete case data. ◦ Collaborate with Field Technical Solutions to support First Visit Fix Rate objectives.
◦ Document all tickets accurately and consistently in C4C and Field Service Management systems. ◦ Capture failure modes, corrective actions, resolution outcomes, and repeat issue indicators. ◦ Ensure ticket data supports SLA reporting, service transparency, and lifecycle analytics. ◦ Identify recurring issues and communicate trends to Operations, Engineering, and Product teams.
Key Performance Indicators
Education and Experience
Required:
Posted August 9, 2026