Technical Support Engineer
About The Position
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
- 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
- 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
Nice To Haves
- Experience troubleshooting customer issues by phone or email preferred
Responsibilities
- 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
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
