Technical Support Engineer

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

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 ICShardware 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 ICShardware 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 ICShardware 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 ICShardware, 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 ICShardware 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 ICShardware 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