Customer-Facing Technical Support Engineer (Hardware & Software)

Socket.dev; Troy (MI); On-site; USD 60,000 - 76,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, and vision insurance

Generous PTO and holidays

Paid parental leave

401(k) with company match

Life and disability insurance

Employee assistance program

On-site gym

Collaborative work environment

Job summary

Intrepid Control Systems is seeking a hands-on Technical Support Engineer to join our Technical Support team. The role provides first-level technical assistance for ICShardware and software products used in vehicle networks, working directly with customers by phone, email, and meetings, and occasionally in person.

This position focuses on diagnosing issues, guiding customers through hardware setups, software installations, licensing, and network configurations, while maintaining documentation

Qualifications

• High school diploma or equivalent required.
• 1-2 years in technical or customer support.
• Basic understanding of computer systems and hardware.
• Strong customer service and communication skills.
• Ability to learn new technologies quickly.
• Ability to explain technical information clearly to customers.

Responsibilities

• Respond to customer questions by phone, email, online meetings, or in person.
• Guide customers through hardware setup, product connections, software installation, licensing, wiring, and network configuration.
• Troubleshoot issues involving ICShardware, software, licensing, wiring, and networks.
• Document customer interactions, troubleshooting steps, issues, and resolutions.
• Escalate advanced issues to senior team members when needed.

Skills

Customer service

Communication

Troubleshooting

Diagnostic questioning

Explain technical instructions

Independent & collaborative

Windows OS basics

Networking basics

Hardware knowledge

Education

High school diploma or equivalent

Job description

Intrepid Control Systems is seeking a hands-on Technical Support Engineer to join our Technical Support team. The role provides first-level technical assistance for ICShardware and software products used in vehicle networks, working directly with customers by phone, email, and meetings, and occasionally in person.

This position focuses on diagnosing issues, guiding customers through hardware setups, software installations, licensing, and network configurations, while maintaining documentation