Technical Support Specialist

Job Description

Job Description

Description:

The Technical Support Specialist is to provide world class hardware technical support to customers of Synapse ITS products, by answering initial questions/requests and providing step-by-step guidance, utilizing ticketing software, CRM software, ERP software and other tools to successfully resolve issues and processing warranty RMA claims, ensuring customer satisfaction.

Specialist shall be responsible for the technical understanding throughout the products life cycle from development, pre-sales support, post-sales support, and end-of-life. This includes how they are designed, manufactured, tested, used, diagnosed, re-worked, and recycled. Ideal candidates will have prior experience working with traffic calming solutions such as mid-block crosswalk beacons, warning beacons and signs, school zone beacons, and radar speed signs. This technical position requires working knowledge of mechanical and electrical/electronics troubleshooting techniques.

Specialist shall be responsible for the technical understanding throughout the products life cycle from development, pre-sales support, post-sales support, and end-of-life. This includes how they are designed, manufactured, tested, used, diagnosed, re-worked, and recycled. Ideal candidates will have prior experience working with traffic calming solutions such as mid-block crosswalk beacons, warning beacons and signs, school zone beacons, and radar speed signs. This technical position requires working knowledge of mechanical and electrical/electronics troubleshooting techniques.

Job Duties

Primary Technical Support:

• Diagnose and resolve hardware, installation, and wiring faults for products deployed in live traffic environments — via phone, email, and remote session

• Guide field installers and agency technicians through systematic step-by-step troubleshooting of electrical, electronic, and mechanical issues

• Assess whether a failed unit requires RMA, repair, or can be resolved through configuration or wiring correction

• Reproduce reported failures using bench test setups and document root cause clearly

• Provide occasional on-site support or training at customer locations or Synapse facilities

Documentation & Knowledge:

• Author technical bulletins, troubleshooting guides, and support articles for both internal use and customer self-serve portal

• Capture recurring issue patterns and escalate to Product Development with clear reproduction steps and supporting data

• Maintain accurate and descriptive ticket records in CRM

Cross-Functional Collaboration:

• Work directly with Product Development, Marketing, and Product Management to surface field-reported issues and contribute to product improvement requests

• Train distributors, contractors, and internal staff on product installation, configuration, and maintenance

Required - Technical Foundation:

• Diploma in Electronics Engineering Technology, Electrical Engineering Technology, or a closely related hands-on technical discipline

• Demonstrated ability to troubleshoot electrical and electronic systems at the component or subsystem level, including reading wiring diagrams, using a multimeter, diagnosing low-voltage DC power faults

• Ability to read and interpret product wiring diagrams, installation manuals, and electrical schematics

Preferred Assets - Industry Experience:

• Prior experience in the traffic or Intelligent Transportation Systems (ITS) industry, including crosswalk beacons, radar speed signs, pedestrian signals, intersection controllers, or similar field-deployed hardware

• Background as a signal technician, field service technician, or electronics technician in an industrial or field environment

• Familiarity with solar-powered systems including charge controllers, battery management, and low-voltage wiring practices

• Experience writing technical documentation such as troubleshooting guides, installation notes, or service bulletins

Skills & Attributes:

• Methodical troubleshooter who isolate faults systematically rather than relying on guesswork or swapping components

• Strong communicator who can guide a non-technical field installer through a hardware diagnostic over the phone

• Self-directed learner who can quickly become proficient on new product lines independently using manuals and internal resources

• High organized with the ability to manage multiple open tickets and follow up proactively

• Proficient with standard office tools, as well as CRM and ERP systems

• Comfortable working with equipment that combines solar power, batteries, LED drivers, control boards, and wireless communications