Technical Support Specialist (Machinery) - 3rd Shift

We're Not Just in the Packaging Business–We're in the "Wow" Business Pregis is Hiring! Why Join Pregis ? Pregis is in the packaging business to protect what matters. We are committed to providing our customers and employees sustainable growth through purpose-driven innovation and customer-centric packaging solutions. If you are looking for a company that is thriving across various high growth industries and is innovative, customer focused, high integrity, believes in strong teamwork and collaboration, Pregis is the company for you. Check out the Pregis Purpose to learn how sustainability and social responsibility is at the very core of our company DNA. Job Title: Technical Support Specialist - 10pm-6am 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 Technical Intake & Triage ◦ 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. Remote Technical Recovery ◦ Execute remote troubleshooting using HMI data, alarms, error logs, telemetry, and customer provided observations. ◦ Guide customers through safe corrective actions to restore