What are the responsibilities and job description for the Technical Support Specialist position at Haystack?
Working with a leading packaging company that focuses on protecting what matters, you'll join a team committed to sustainable growth through purpose-driven innovation and customer-centric solutions. This organization thrives across various high-growth industries, valuing innovation, customer focus, high integrity, strong teamwork, and collaboration.
The Role
The Role
- 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
- 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
- Document all tickets accurately and consistently in Field Service Management systems
- 3 years of experience in technical support, field service support, or equipment troubleshooting
- Hands-on experience supporting electromechanical or automated equipment
- Ability to troubleshoot systems using logical, structured diagnostic approaches
- Strong technical troubleshooting and customer communication skills
- Ability to perform calmly and effectively in high-pressure downtime situations
- Proficiency with Field Service Management platforms and digital workflows
- Fully remote role with a focus on work-life balance
- Opportunity to work with cutting-edge packaging machinery
- Collaborative environment with a strong emphasis on teamwork and innovation
- Commitment to sustainability and social responsibility