Customer Support Engineer
- 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 (ie 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 RobotoPi 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)C. Customer Engagement & Communication
- 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 GMs 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
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