About Hanshow

Hanshow is a global leader in Electronic Shelf Labels (ESL) and digital retail solutions, helping retailers worldwide transform their operations through innovative technology.

With an established international presence and a growing Australian business, Hanshow delivers innovative smart retail solutions to some of the world's leading retailers.

We are looking for a motivated and technically capable Technical Support Engineer to join our growing Service & Support team in Sydney.

This is an excellent opportunity for someone passionate about technology, troubleshooting, and problem-solving to work with large-scale smart retail solutions involving hardware, networking, Linux systems, cloud platforms, and software applications.

You will work closely with customers and collaborate with our Engineering, Product, and Delivery teams to investigate technical issues, resolve incidents, and ensure the reliable operation of our solutions.

Key Responsibilities

- Technical Support & Troubleshooting: Provide technical support across hardware, wireless infrastructure, networking, software applications, and cloud-based solutions.

- Problem Investigation: Diagnose and resolve technical issues using a structured and systematic troubleshooting approach.

- Root Cause Analysis: Analyse system logs, application behaviour, network connectivity, and operational data to identify root causes and recommend solutions.

- Incident & Case Management: Manage technical support cases through the ticketing system, ensuring timely resolution and clear communication with customers in accordance with agreed service levels (SLAs).

- Technical Escalation: Work closely with Engineering and Product teams to investigate complex issues,



providing detailed technical evidence, logs, and reproducible steps.

- System Deployment & Maintenance: Assist with system upgrades, software deployments, configuration changes, and solution validation.

- Technical Documentation: Develop and maintain technical documentation, troubleshooting guides, operational procedures, and knowledge-base articles.

- Continuous Improvement: Identify opportunities to improve technical support processes, system reliability, and operational efficiency through automation and better troubleshooting practices.

Essential Skills & Requirements

Technical Skills

- Networking: Solid understanding of networking fundamentals, including TCP/IP, DHCP, and DNS, with the ability to systematically troubleshoot network and connectivity issues.

- Linux: Working knowledge of Linux command-line operations, including file system navigation, log inspection and searching, and checking system services and processes.

- Scripting: Basic scripting skills in Bash, Python, PowerShell, or similar languages, with the ability to automate routine checks and repetitive tasks.

- Troubleshooting: Practical experience or demonstrated ability to diagnose technical problems, analyse logs and system data, and identify root causes.

- Technical Foundation: Good understanding of IT systems, software applications, hardware components,



and basic infrastructure concepts.

Professional Skills

- Strong analytical thinking and problem-solving capabilities, with a structured and logical approach.

- Excellent verbal and written communication skills, with the ability to explain technical issues to both technical and non-technical stakeholders.

- Strong customer service orientation and a commitment to resolving issues effectively.

- Attention to detail, accountability, and a proactive approach to problem-solving.

- Ability to manage multiple priorities and work effectively in a rapid-paced environment.

- Fluent written and spoken English.

Desirable Skills & Experience

Experience or exposure to any of the following technologies will be highly regarded:

- Kubernetes and containerised applications, including Azure Kubernetes Service (AKS).

- Microsoft Azure or other public cloud platforms.

- SaaS platforms and cloud-based application environments.

- Database technologies and SQL.

- IoT devices, wireless technologies, and mobile applications.

- Linux server administration and system monitoring.

- Application support, technical support, or IT infrastructure support.

Qualifications & Experience

- A degree or diploma in Information Technology, Computer Science, Software Engineering, Electrical Engineering, or a related discipline, or equivalent practical experience.

- 3–5 years of relevant experience in technical support, IT support, application support, system administration, or a related technical field.

- Recent graduates and early-career professionals with a strong technical foundation and a willingness to learn are encouraged to apply.

📌 Technical Support Engineer – Smart Retail Technology (Macquarie Park)
🏢 HANSHOW AUSTRALIA
📍 Macquarie Park