Description:
The Technical Product Support Representative provides world-class technical support across the Synapse ITS product platform. This includes answering customer inquiries, guiding them through troubleshooting steps, and resolving issues using ticketing, CRM, ERP, and related systems. The role is also responsible for processing warranty and non-warranty RMA claims to ensure customer satisfaction. Representatives are expected to maintain a strong technical understanding of products throughout their lifecycle—from development and pre-sales support through field use, ongoing support, and end-of-life. This encompasses knowledge of how products are designed, manufactured, tested, deployed, diagnosed, serviced, and recycled.

SKILLS:

• Excellent interpersonal and communication skills, with the ability to effectively interact with customer and internal teams.
• 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 to effectively troubleshoot and guide customers in a systematic manner to resolve their issues.
• 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 to meet customer needs.
• Technical writing skills
• Ability to work independently, take action, and be results-oriented.
• Ability to learn, adapt, and manage product lines

EXPERIENCE:

• 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 signalized intersection technology and theory of operation.
• Experience in traffic engineering fundamentals, signalized intersection control theory, electronic access, vehicle identification, parking control 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.

Please refer the Job description for details