Technical Support Engineer

Description

General Description:

 Intrepid Control Systems is looking for a customer-focused Technical Support Engineer to join our Technical Support team. This position provides first-level technical assistance to customers using ICS hardware and software products for vehicle networks.

This is a hands-on, customer-facing position. You will work directly with customers by phone, email, online meetings, and occasionally in person to understand the issue they are experiencing, ask the right questions, and guide them through troubleshooting steps.

This is not a traditional IT help desk position. The role supports specialized ICS hardware and software products and includes hands-on work with product connections, wiring, software installation, licensing, networks, and test setups. You do not need previous experience with ICS products or automotive networks—we will provide product training. However, you should have a strong technical aptitude, enjoy solving problems, and be comfortable working directly with customers.

Requirements

Minimum Requirements:

• High school diploma or equivalent required
• 1–2 years of experience in technical support, customer support, IT, electronics, or a related field 
• Basic understanding of computer systems and hardware
• Strong customer service and communication skills
• Ability to learn new technologies quickly
• Ability to communicate technical information clearly to customers with varying levels of technical knowledge
• Experience troubleshooting customer issues by phone or email preferred

Essential Job Functions:

• Respond to customer questions and technical support requests by phone, email, online meetings, and in person
• Communicate professionally and patiently with customers throughout the troubleshooting process
• Guide customers through hardware setup, product connections, software installation, wiring, and network configuration
• Troubleshoot issues involving ICS hardware, software, licensing, wiring, and networks
• Create simulation and testing setups to reproduce customer environments and reported issues
• Assist customers with basic software license questions
• Process and install customer software license requests
• Gather hardware repair information and other necessary details for customer quotes
• Create customer projects and testing setups using ICS hardware and software
• Accurately document customer interactions, troubleshooting steps, identified issues, and resolutions
• Document and communicate hardware and software issues to the Quality Assurance and Development teams
• Test and verify reported issues, proposed solutions, and completed fixes
• Follow up with customers as appropriate to confirm their issues have been resolved
• Escalate advanced or unresolved technical issues to senior team members when appropriate
• Maintain current knowledge of ICS products, software, and support procedures

Skills:

• Strong customer service orientation
• Strong verbal and written communication skills
• Basic troubleshooting, problem-solving, and analytical skills
• Ability to listen carefully and ask effective diagnostic questions
• Ability to explain technical instructions clearly and step by step
• Professional and patient demeanor when assisting customers
• Ability to manage multiple customer requests and follow through to resolution
• Ability to document technical information accurately
• Basic understanding of Windows operating systems
• Basic networking and computer hardware knowledge
• Ability to follow technical processes and procedures
• Ability to work independently and collaboratively with a team

Benefits:

Intrepid Control Systems offers a competitive benefits package that includes:

• Competitive compensation
• Medical, dental, and vision insurance
• Generous paid time off and paid company holidays
• Paid parental leave
• 401(k) plan with company match
• Employer-paid life and disability insurance
• Employee Assistance Program
• On-site employee gym
• Supportive and collaborative work environment