SAAS Support & Implementation Specialist (Applications & Hardware)

About the role

We are seeking a mid-level SaaS Support & Implementation Specialist to play a key role in deploying, troubleshooting, and maintaining our biometric time & attendance solutions. This position blends technical expertise, customer training, and problem-solving, making it ideal for someone passionate about IoT hardware, network connectivity, and biometric authentication systems.

Key Responsibilities:

Technical Implementation & Support:

• Install, configure, and maintain PeopleKey biometric hardware (fingerprint scanners, PIN terminals, facial recognition devices).

• Troubleshoot device connectivity, network integration (TCP/IP, VLANs, VPNs, firewalls), and software sync issues.

• Manage firmware updates, device calibrations/configurations, and performance optimizations.

• Diagnose and resolve biometric enrolment errors, sensor misreads, and failed authentications.

System Integration & Troubleshooting:

• Connect biometric devices to workforce management, payroll, and ERP systems.

• Support API-based automation for real-time attendance tracking.

• Identify and resolve data syncing errors, report discrepancies, and software malfunctions.

• Use remote diagnostic tools and command-line interfaces for technical support.

Customer Training & Onboarding:

• Conduct interactive user training sessions (remote & onsite) for HR teams, IT admins, and employees.

• Develop clear documentation, troubleshooting guides, and best practice manuals.

• Provide technical consultations on optimal device placement and security compliance.

Continuous Improvement & Collaboration:

• Work closely with DevOps, R&D, and QA teams to escalate and resolve complex technical issues.

• Contribute to product testing, feature enhancements, and process improvements.

• Maintain detailed records of customer interactions and resolutions within NetSuite CRM.

About You

• 3-5 years in a technical support, implementation, or field service role (preferably in SaaS, biometrics, payroll, or time & attendance systems).

• Hands-on experience with PeopleKey biometric devices or similar authentication technology.

• Strong knowledge of networking (TCP/IP, DHCP, VPNs, firewalls), cloud platforms (AWS/Azure), and IT security best practices.

• Experience with biometric authentication, IoT hardware connectivity, and API-based integrations.

• Familiarity with modern award rules and workforce management software (NetSuite experience is a plus).

• Excellent problem-solving, analytical thinking, and communication(written/verbal) skills.

• Comfortable working independently while collaborating with internal teams and customers.

• Customer-focused with a proactive approach to issue resolution.

• Ability to manage competing priorities and meet deadlines.

• Eagerness to learn new technologies and develop upon technical expertise.

About Us

PeopleKey is a leader in biometric time and attendance solutions, offering state-of-the-art technology to businesses across Australia, New Zealand, the Pacific Islands, and other international markets. Our commitment to exceptional service and locally developed solutions ensures our clients receive unmatched support and reliability.

Why Join Us?

If you have a passion for biometric technology, IoT connectivity, and technical problem-solving, we’d love to hear from you! Apply now and become part of the PeopleKey team.