Hardware Support Engineer - ITS & Traffic Solutions

Synapse-Its

Bathurst

On-site

AUD 93,000 - 107,000

Full time

6 days ago

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Job summary

Synapse ITS is seeking a Technical Support Specialist to provide world-class hardware technical support to customers of Synapse ITS products. You will answer initial questions, guide customers step-by-step, use ticketing and CRM tools, and process warranty RMA claims to ensure satisfaction.

The role covers life-cycle support from development to end-of-life, including training distributors and on-site visits.

Qualifications

Excellent interpersonal and communication skills with customers and internal teams.
High technical aptitude with electronic hardware and software systems.
Patience with customers and strong phone communications to troubleshoot systematically.
Ability to explain technical products to non-technical and technical audiences.
Solid problem-solving skills.
Ability to work independently and be results-oriented.

Responsibilities

Provide timely and accurate information on troubleshooting, diagnostics, and installation guidance.
Collaborate with engineering and marketing to develop training content, manuals, knowledge portals and bulletins.
Use a ticketing system to open, track and close customer issues.
Report feedback to product management, sales, marketing, and engineering for product modifications.
Capture recurring issues and elevate with clear reproduction steps and data.
Generate reports and maintain records using MS Office and CRM systems.
Train distributors, contractors, and internal staff on installation, configuration, and maintenance.
Provide occasional on-site support or training at customer locations.