Virtual Technical Support Representative Jobs in Michigan

Summary

The Technical Support Engineer provides hands-on technical support for DTS hardware and software systems used in automotive crash and component testing environments. This role serves as a front-line resource within the DTS Help Center, owning customer issues from initial ticket through resolution.

The position requires strong practical troubleshooting ability across sensors, data acquisition systems (DAS), and electronic systems, both remotely and on-site at customer facilities. Support is delivered through a combination of ticket-based workflows (Salesforce), phone, and on-site troubleshooting, often in time-sensitive test environments.

Responsibilities and Duties include but are not limited to:

• Provide technical support for DTS hardware and software systems by diagnosing, troubleshooting, and resolving customer issues involving data acquisition systems (DAS), sensors, wiring, and signal integrity
• Serve as a front-line resource for the DTS Help Center (Salesforce), owning and managing support tickets from intake through resolution while handling multiple issues concurrently
• Deliver support via phone, email, remote sessions, and on-site visits, including participation in escalation or time-critical support situations
• Perform hands-on troubleshooting using tools such as multimeters and oscilloscopes to identify and resolve:
• Wiring and connector faults
• Signal noise and grounding issues
• Channel or data acquisition failures
• System configuration and setup errors
• Support customer activities in crash labs, component test labs, and other engineering environments, including:
• Sensor installation and routing
• System setup, configuration, and calibration
• Test readiness and validation support
• Test, evaluate, and verify system and product performance to ensure alignment with customer requirements and data quality expectations
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides based on recurring issues and field experience
• Collaborate with engineering and product development teams to communicate field issues, product gaps, and improvement opportunities
• Provide remote and on-site customer training, demonstrations, and technical guidance related to DTS systems and best practices
• Progress toward independent support of customer issues and field activities within 6-12 months, including the ability to troubleshoot systems directly in customer lab environments
• Assist, as needed over time, with development of custom support solutions, including cables, interface components, and system modifications
• Contribute to internal knowledge sharing, mentoring, and continuous improvement initiatives
• Performs other related duties and responsibilities as requested by DTS management

Qualifications and Skills: To perform this job successfully, an individual must be able to perform the Responsibilities and Duties satisfactorily. The qualifications and skills listed below are representative of the knowledge, skills, and/or abilities for the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties and responsibilities of this job.

• Technical degree in electronics, engineering, or a related field (or equivalent hands-on experience), with approximately 2-5 years of experience in a technical role involving data acquisition systems, sensors, electronics, or embedded systems
• Demonstrated hands-on troubleshooting experience is required, including the ability to identify and resolve real-world hardware and system issues (not limited to following documentation)
• Working knowledge of:

o Electrical fundamentals (voltage, current, grounding)

o Sensors and signal measurement

o Data acquisition systems or instrumentation

Computer Network Systems (TCP/IP, UDP) and packet level debugging tools (eg. Wireshark)

• Experience using basic diagnostic tools such as:

o Multimeter (required)

o Oscilloscope (basic familiarity required; advanced skills developed over time)

• Experience in customer-facing technical roles, with the ability to communicate clearly and effectively in high-pressure or time-sensitive situations
• Demonstrated ability to:

o Diagnose issues with incomplete information

o Manage multiple concurrent tasks and priorities

o Take ownership of issues through resolution rather than escalating prematurely

• * Ability to work effectively in hands-on lab and field environments, including frequent interaction with sensors, wiring, and hardware systems
• * Experience working in automotive, aerospace, or test lab environments (crash, component, or validation testing) is strongly preferred
• * Familiarity with automotive OEM and Tier 1 customer environments, particularly in the Eastern United States, is preferred
• * Exposure to signal integrity troubleshooting (noise, grounding, interference, synchronization) is preferred
• * Ability and willingness to travel to customer sites for support, training, and test activities, including frequent local travel and occasional domestic travel
• * Strong analytical, problem-solving, and interpersonal communication skills are necessary
• * Ability to adapt to changing priorities, work independently, and devel