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 required1–2 years of experience in technical support, customer support, IT, electronics, or a related field Basic understanding of computer systems and hardwareStrong customer service and communication skillsAbility to learn new technologies quicklyAbility to communicate technical information clearly to customers with varying levels of technical knowledgeExperience 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 personCommunicate professionally and patiently with customers throughout the troubleshooting processGuide customers through hardware setup, product connections, software installation, wiring, and network configurationTroubleshoot issues involving ICS hardware, software, licensing, wiring, and networksCreate simulation and testing setups to reproduce customer environments and reported issuesAssist customers with basic software license questionsProcess and install customer software license requestsGather hardware repair information and other necessary details for customer quotesCreate customer projects and testing setups using ICS hardware and softwareAccurately document customer interactions, troubleshooting steps, identified issues, and resolutionsDocument and communicate hardware and software issues to the Quality Assurance and Development teamsTest and verify reported issues, proposed solutions, and completed fixesFollow up with customers as appropriate to confirm their issues have been resolvedEscalate advanced or unresolved technical issues to senior team members when appropriateMaintain current knowledge of ICS products, software, and support procedures Skills Strong customer service orientationStrong verbal and written communication skillsBasic troubleshooting, problem-solving, and analytical skillsAbility to listen carefully and ask effective diagnostic questionsAbility to explain technical instructions clearly and step by stepProfessional and patient demeanor when assisting customersAbility to manage multiple customer requests and follow through to resolutionAbility to document technical information accuratelyBasic understanding of Windows operating systemsBasic networking and computer hardware knowledgeAbility to follow technical processes and proceduresAbility to work independently and collaboratively with a team Benefits Intrepid Control Systems offers a competitive benefits package that includes: Competitive compensationMedical, dental, and vision insuranceGenerous paid time off and paid company holidaysPaid parental leave401(k) plan with company matchEmployer-paid life and disability insuranceEmployee Assistance ProgramOn-site employee gymSupportive and collaborative work environment