Customer Technical Support - Halytech

Reports to: Engineering Manager

Location: On-site Bella Vista, Australia

Eligibility: Must have permanent residency status in Australia.

Type: Full-time (flexible working supported, not a remote or hybrid role)

Travel: Not expected

About Us:

Halytech is an Australian innovator in remote monitoring and control technology. From smart data loggers to lighting control and AMR systems, our solutions are trusted across sectors for their reliability, performance, and ease of use.

Founded in 2000 and now part of the Encore Group, we’ve been pioneering edge-enabled, low-power devices long before “IoT” became a buzzword. Designed and built locally, our products integrate seamlessly with internet and mobile networks to deliver powerful results in the field.

Our technology plays a vital role in ensuring the sustainability and future certainty of Australia’s critical water and energy resources—supporting informed decisions and resilient infrastructure.

At Halytech, you’ll join a collaborative, forward-thinking team that values engineering excellence, practical innovation, and real-world impact. Every role plays a part in delivering trusted, Australian-made technology that’s built to perform.

The Role:
As a Customer Technical Support specialist, you will provide frontline technical assistance to customers, taking full ownership of support issues from start to resolution. Acting as the voice of the customer, you will contribute insights to improve our products and services. You will be actively involved in internal software testing to ensure product quality and usability.

Key Responsibilities:

Customer Issue Resolution

· Handle technical inquiries via phone, email, and support portal.

· Accurately record customer details and issues in corporate support system

· Diagnose hardware/software issues and guide users to resolution.

· Escalate complex problems to engineering teams as required.

Documentation & Knowledge Sharing

· Maintain and update customer support knowledge base in conjunction with domain experts.

· Provide input to refine user guides, FAQs, and troubleshooting steps.

· Train customers in product use and best practices.

Feedback

· Replicate customer issues in-house for deeper analysis.

· Provide user-driven feedback to inform product development.

Customer Support

· Build positive relationships with customers through professional, empathetic communication.

· Follow up to ensure resolution satisfaction.

· Help customers get the most out of their product investment.

Product Testing

· Execute test plans and procedures on completed units and subassemblies.

· Use diagnostic tools and software to validate hardware performance and communication interfaces.

· Verify web-based interface functionality and user experience.

Fault Diagnosis

· Identify and document any product faults or anomalies.

· Work with engineers and production staff to resolve issues.

· Record test results clearly and accurately for traceability.

Quality Assurance

· Ensure that all devices meet functional, electrical, and aesthetic standards.

· Perform re-tests on repaired or reworked units.

· Flag recurring issues or patterns for engineering review.

Internal Collaboration

· Coordinate with sales, engineering, and production teams.

· Share insights into common issues and usability trends.

· Participate in continuous improvement initiatives.

What does Success look like:

· High customer satisfaction and retention.

· Reduced repeat issues through improved knowledge sharing.

· Product improvement driven by user insights.

Capabilities and Experience:

· Minimum of 2 years' experience in a technical role dealing with customers

· Background in electronics, instrumentation or IT.

· Excellent verbal and written communication skills

· Experience with remote monitoring, SCADA, or data logging systems is an advantage.

· Comfortable using computers, diagnostic tools, and test software

· Strong Computer skills

· Experience with mobile data networks, Ethernet and Wi-Fi.

· Must be proficient in Microsoft Excel

· Formal Technical Qualifications will be advantageous but not mandatory

· Ability to interpret technical documentation and diagrams.

· Ability to follow detailed instructions and standard operating procedures

Why Join Halytech?

This is a rare opportunity to shape what customers see and touch, from the ground-up. Work with a world-class team in a fast-moving and ever evolving environment where your work will directly influence business success. No two days will be the same and the breadth of experience and exposure to the running of a business is second-to-none.