Product Support Specialist

Job Summary

The purpose of the position is to improve and support products within Video Solutions in Cartrack. The role requires the incumbent to fully understand Video products, their functionality, and processes. This includes the Linux-based server and database setup, the camera hardware, firmware, and, to a limited extent, the product front-end / website functionality.

The incumbent will be expected to liaise with various teams, locally and internationally – development, sales, and support – to ensure the current products function as expected while identifying gaps in the current offering.

The incumbent will deal with local and international suppliers to integrate, support, and improve existing products. New products will be evaluated and business cases for their integration, and the coordination of integration will be required.

Responsibility

Product Development

Collect data from stakeholders and collate product requirements

Prioritize requirements and manage development backlog

Review and investigate feasibility of new products

Follow documentation best practice

• Global Support

Assist with rollout of new video products globally

Assist with testing and integration of new video products and features globally

Train and assist global teams to allow them to fully utilize and support clients on the Video products

Assist staff with escalated calls and queries that relate to Video Solutions

Communicate new features or products to staff and ensure thorough coaching that they are competent to assist clients

Technical Assistance

Investigate returned or faulty devices to find root cause, identify trends, and improve

Requirements

National Senior Certificate / Grade 12 / SPM

Relevant Qualification / Certificate in a technical field (BTech Mechatronics, Electronic / Industrial / Computer Engineering or similar)

1–3 years’ experience in development or technical role

Programming experience (Essential)

Understanding of Electronic Principles (Essential)

Understanding of Systems Engineering process (Advantageous)

Knowledge of Camera Systems (Advantageous)

Knowledge of Linux OS (Advantageous)

Good communication skills

Strong analytical and problem-solving ability

High level of attention to detail

Driver’s License