ITS Hardware Support Specialist (Traffic & Signals)

Synapse-Its; Albury City; On-site; AUD 65,000 - 75,000; Full time

Job summary

Synapse ITS is seeking a Technical Support Specialist to provide world-class hardware support for its ITS products. You will answer questions, guide customers through setup, and resolve issues using ticketing, CRM, ERP systems and warranty processing.

The role covers full product life cycle from development to end-of-life, requires strong communication, and the ability to train distributors and staff on installation and maintenance.

Qualifications

• Provide timely and accurate troubleshooting and installation guidance.
• Work closely with engineering and marketing to develop content for training tools, manuals, knowledge portals and technical bulletins.
• Use a ticketing system to open, track and close customer issues.
• Provide necessary reports and feedback to product management, sales, marketing, and engineering departments to develop requirements and requests for product modifications.
• Capture recurring issue patterns and elevate to Product Management/Product Development with clear reproduction steps and supporting data.
• Demonstrate proficiency in MS Office, HubSpot CRM, and other internal software systems for generating reports, maintaining records, and communicating internally.
• Train distributors, contractors, and internal staff on product installation, configuration, and maintenance.
• Provide occasional on-site support or training at customer locations or Synapse ITS facilities.

Responsibilities

• Provide timely and accurate information to customers regarding troubleshooting, diagnostics, and installation guidance.
• Work closely with engineering and marketing teams to develop content for training tools, manuals, knowledge portals and technical bulletins.
• Use a ticketing system to open, track and close customer issues.
• Provide necessary reports and feedback to product management, sales, marketing, and engineering departments to develop requirements and requests for product modifications.
• Capture recurring issue patterns and elevate to Product Management/Product Development with clear reproduction steps and supporting data.
• Demonstrate proficiency in MS Office, HubSpot CRM, and other internal software systems for generating reports, maintaining records, and communicating internally.
• Train distributors, contractors, and internal staff on product installation, configuration, and maintenance.
• Provide occasional on-site support or training at customer locations or Synapse ITS facilities.

Skills

Interpersonal skills

Communication

Technical acumen

Patience with customers

Explain tech to non-technical

Problem solving

Cross-functional collaboration

Technical writing

Independent work

Education

Diploma in Electronics Engineering Technology

Electrical Engineering Technology

Bachelor's degree in related technical discipline

Job description

Synapse ITS is seeking a Technical Support Specialist to provide world-class hardware support for its ITS products. You will answer questions, guide customers through setup, and resolve issues using ticketing, CRM, ERP systems and warranty processing.

The role covers full product life cycle from development to end-of-life, requires strong communication, and the ability to train distributors and staff on installation and maintenance.