Description

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.

Requirements

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

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