Senior Technical Support Engineer – Field & Reliability

Rapiscan Systems, Inc.; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Rapiscan Systems, Inc. in Sydney seeks an experienced Technical Support Engineer to deliver expert product support from entry to end of life.

You will perform remote and on‑site troubleshooting, collaborate with field service teams, distributors and internal stakeholders, and drive improvements to service reliability and efficiency. The role requires deep technical knowledge of high-energy inspection systems, a proactive mindset, and willingness to travel internationally up to 30% and work

Qualifications

• Diploma or equivalent in Electrical, Electronic, Mechanical or Systems Engineering.
• 3+ years supporting complex capital equipment in a technical or field service environment.
• Proven advanced troubleshooting, root cause analysis, and corrective action management.
• Ability to work independently and make sound technical decisions within Rapiscan guidelines.
• Willingness to travel domestically and internationally, up to ~25–30%.
• Experience with AI tools and data-driven service improvements.
• Proficiency with MS Office and service/PLM systems (ServiceMax, D365, Agile).
• Experience in global service organizations or distributors.

Responsibilities

• Provide expert-level product support for complex technical issues beyond frontline teams.
• Offer advanced troubleshooting and diagnostic support for unit and fleet systems.
• Provide on-site technical support for high-complexity customer issues when needed.
• Coordinate communications with customers and distributors to resolve issues.
• Escalate unresolved issues to Product Specialists or Engineering as required.
• Proactively monitor systems to predict and mitigate downtime.
• Create Field Service Bulletins, Technical Bulletins and knowledge articles.
• Maintain CRM data and ensure timely, accurate service actions and work orders.
• Support development and validation of technical training materials.
• Drive escalations to closure and share lessons learned across teams.

Skills

Troubleshooting

Root cause analysis

Communication skills

Multitasking

Travel willingness

Independent work

Problem solving

Customer focus

Education

Diploma/HNC/HND in Electrical/Electronic/Mechanical/Systems Engineering

Tools

ServiceMax

D365

Agile

Microsoft Office

Job description

Rapiscan Systems, Inc. in Sydney seeks an experienced Technical Support Engineer to deliver expert product support from entry to end of life.

You will perform remote and on‑site troubleshooting, collaborate with field service teams, distributors and internal stakeholders, and drive improvements to service reliability and efficiency. The role requires deep technical knowledge of high-energy inspection systems, a proactive mindset, and willingness to travel internationally up to 30% and work