Traffic ITS Tech Support Specialist

Synapse-Its; Gladstone Regional; On-site; AUD 65,000 - 75,000; Full time

Job summary

Synapse ITS is seeking a Technical Support Specialist in Queensland, Australia, to provide world-class hardware technical support for Synapse ITS products. You will answer questions, guide customers step-by-step, and process warranty RMAs to ensure satisfaction.

The role covers product lifecycle support from development to end-of-life, with emphasis on troubleshooting mechanical and electrical/electronic systems and potential on-site visits. Prior ITS experience is valued.

Qualifications

• Minimum two years of hardware technical support experience.
• Experience with crosswalk beacons, radar speed signs, pedestrian signals preferred.
• Ability to develop technical manuals and training materials.
• Excellent written and verbal communication skills.
• Proficiency with ticketing, CRM, and ERP systems.

Responsibilities

• Provide timely and accurate troubleshooting guidance to customers.
• Collaborate with engineering and marketing to develop training content.
• Use ticketing systems to track and close issues.
• Generate reports for product management and engineering.
• Train distributors and staff on installation and maintenance.
• Provide occasional on-site support or training.

Skills

Interpersonal skills

Technical writing

Troubleshooting hardware

Customer training

Cross-functional teamwork

Problem solving

Independent worker

Phone communication

Education

Diploma in Electronics Engineering Technology

Bachelor's degree (asset)

Tools

MS Office

HubSpot CRM

Job description

Synapse ITS is seeking a Technical Support Specialist in Queensland, Australia, to provide world-class hardware technical support for Synapse ITS products. You will answer questions, guide customers step-by-step, and process warranty RMAs to ensure satisfaction.

The role covers product lifecycle support from development to end-of-life, with emphasis on troubleshooting mechanical and electrical/electronic systems and potential on-site visits. Prior ITS experience is valued.