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