Customer Support Engineer

Job Summary

The Customer Support Engineer provides hands‑on technical support and issue resolution for Intrepid data logging products deployed across GM vehicle programs. This role serves as the primary technical liaison between GM engineering teams and Intrepid development, ensuring stable, reliable device operation in lab and on‑vehicle environments.

Location:

On‑site at Milford Proving Grounds and/or Warren Tech Center

Travel:
As needed to GM engineering locations, including Roush Engineering

• Serve as primary technical contact for GM engineering teams using hardware and software tools purchased from Intrepid Control Systems (Intrepid Fire3, Fire 3 Compute, Fire2, Red 2, other related tools)
• Triage, reproduce, and diagnose defects involving device drivers, firmware and OS stability, logger scripts, CAN/LIN/Automotive Ethernet/DoIP interfaces, storage performance, and logging reliability
• Drive the first pass (Intrepid Super User) of new features to the devices and maintain a basic smoke / sanity test to ensure full functionality
• Perform root‑cause analysis (RCA) and provide corrective action recommendations
• Coordinate escalation and issue resolution timing per defined SLAs with Intrepid development teams for high‑severity issues
• Need to involve GM teams when appropriate such as Roboto Pi for accurate first pass of issue

• Support on‑vehicle and lab environments for device setup, operation, and troubleshooting
• Validate new firmware, configuration updates, and diagnostic tools before fleet release
• Assist in resolving test‑blocking issues for External Capture and Compute Operations team
• Travel to Primary GM Engineering Centers (Milford Proving Grounds, Warren Tech Center, and Roush Engineering)

• Maintain clear communication with GM engineering, supplier teams, and Intrepid development
• Maintain Issue List, provide weekly status, risk, and progress updates; participate in technical reviews and issue‑tracking meetings
• Ensure Issues are translated and accurately represented from Intrepid to GM’s Jira tracking system

• Manage updates to device configurations, logging templates, and diagnostic scripts
• Support integration of Intrepid APIs with GM tools (e.g., Autobot and other scripting tools)
• Maintain a list of validated, released and supported configurations, templates, scripts, API versions, etc.
• Validate new configurations before release into fleet or CI environments

• Validate log completeness and data quality across fleets after release of new configurations
• Investigate missing data, partial files, corruption, or timestamp misalignment
• Support analytics teams by ensuring high‑quality, consistent data capture across devices

• EE Technician (Electrical Engineering Technician) or equivalent technical background
• Strong understanding of vehicle communication networks (CAN, LIN, Automotive Ethernet)
• Experience troubleshooting embedded hardware/software systems
• Ability to perform structured root cause analysis
• Strong documentation and technical communication skills
• Comfortable working on‑site in lab and vehicle environments

• Experience with automotive data logging tools
• Familiarity with firmware validation and diagnostic scripting
• Experience working within OEM engineering environments (GM preferred)
• Basic scripting knowledge for automation or configuration support

67,000 - 77,000 yearly with competitive benefits