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Technical Product Support Specialist

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Synapse - Manufacturing

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Location:
Canada , Victoria

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

65000.00 - 75000.00 USD / Year
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Job Description:

The Technical Product Support Representative is to provide world class 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 and non-warranty RMA claims, ensuring customer satisfaction. Representative shall be responsible for the technical understanding throughout the products life cycle from development, pre-sales support, pole-sales support, and end-of-life. This includes how they are designed, manufactured, tested, used, diagnosed, re-worked, and recycled.

Job Responsibility:

  • Provide world class technical support to customers of Synapse ITS products
  • Answer initial questions/requests and provide step-by-step guidance
  • Utilize ticketing software, CRM software, ERP software and other tools to successfully resolve issues
  • Process warranty and non-warranty RMA claims
  • Be responsible for the technical understanding throughout the products life cycle
  • Conduct technical support, primarily via telephone and email, directly with customers to diagnose and resolve product and installation issues
  • Work closely with the 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 marketing and engineering
  • Demonstrate proficiency in MS Office, HubSpot CRM, and other internal software systems
  • Preparing Return Merchandise Authorization (RMA) sales orders and work with RMA repair team
  • Occasional travel to job sites or other corporate facilities for training
  • Establish and maintain working relationships with industry technical and distribution representatives
  • Train internal personnel, distributors, and customers on Synapse ITS products
  • Provide back-up coverage for other Technical Product Support Specialists

Requirements:

  • High school diploma or GED mandatory
  • bachelor's degree is highly preferred
  • Excellent interpersonal and communication skills
  • High technical acumen with electronics and traffic and pedestrian safety hardware and software systems
  • Strong understanding of traffic signal control technologies
  • Patience with customers and excellent phone communications skills
  • Ability to explain technical products to non-technical and technical audiences
  • Solid problem-solving skills
  • Ability to work collaboratively with cross-functional teams and field application engineering team
  • Technical writing skills
  • Ability to work independently, take action, and be results-oriented
  • Ability to learn, adapt, and manage product lines
  • Minimum of four (4) years of full-time work experience in a technical support capacity, preferably in the traffic control electronics or Intelligent Transportation Systems (ITS) marketplace
  • Extensive experience in the traffic industry, with a deep understanding of mid-block crossings, warning beacons, and radar speed signs
  • Experience in traffic engineering fundamentals, signalized intersection control theory, and ITS technology application preferred
  • Experience as a signal technician is highly preferred
  • International Municipal Signaling Association (IMSA) Level 1, 2 or 3 Signal Technician certification preferred
  • Experience developing technical manuals and/or technical training materials preferred

Nice to have:

  • Experience in traffic engineering fundamentals, signalized intersection control theory, and ITS technology application
  • Experience as a signal technician
  • International Municipal Signaling Association (IMSA) Level 1, 2 or 3 Signal Technician certification
  • Experience developing technical manuals and/or technical training materials

Additional Information:

Job Posted:
January 04, 2026

Employment Type:
Fulltime
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