Technical Support Engineer II in Troy, Michigan at Intrepid Control Systems, Inc

General Description:

The Technical Support Engineer II is responsible for independently providing technical support to Intrepid Control Systems’ customers and internal employees involving hardware, software, and vehicle network technologies. This role handles more advanced troubleshooting, customer escalations, and technical problem resolution while demonstrating a higher level of technical expertise and autonomy. Support is provided through email, phone, online meetings, and in-person interactions.

Minimum Requirements:

• High school diploma or equivalent required
• 2–5 years of technical support, IT support, or related experience
• Experience in troubleshooting hardware and software issues independently
• Ability to communicate technical information clearly to technical and non-technical users
• Experience working directly with customers in a technical support environment

Preferred Qualifications

• Associate or bachelor’s degree in Information Technology, Engineering, or related field
• Experience with automotive or vehicle network technologies
• Familiarity with CAN, LIN, Ethernet, and related communication protocols
• Experience supporting technical products in a fast-paced environment
• Experience mentoring or assisting junior technical staff

Essential Job Functions:

• Provide technical support for hardware, software, and vehicle network-related issues
• Independently troubleshoot complex customer issues and technical escalations
• Assist customers with hardware setup, software installation, and configuration of ICS products
• Create and troubleshoot simulation and testing environments to emulate customer systems
• Perform wiring and network setup activities
• Process and install customer software license requests
• Diagnose hardware failures and assess repair or testing requirements
• Analyze and reproduce customer-reported issues in testing environments
• Document hardware and software issues for Quality Assurance and Development teams
• Collaborate with Engineering and Quality Assurance teams to resolve technical issues
• Use ICS hardware and software to create customer project and testing setups
• Support advanced vehicle network interfaces and protocols including CAN, CAN-FD, LIN, Ethernet, and ISO9141/KW2K
• Provide timely communication and technical updates to customers and internal stakeholders
• Assist in training or mentoring less experienced support engineers
• Manage multiple support cases and priorities with minimal supervision