Technical Support

Job description

QSIC operates thousands of in-store audio devices across major retail chains in the US — and every one of them needs to work, reliably, every day. As we scale through major retail rollouts and deepen our BAU support operation, we need L2 engineers who can do more than follow a runbook. We need people who can think. **This is a level 2, afternoon shift position. Working hours are from 1:30pm - 10pm Central Time** The L2 Technical Support Engineer sits in the engine room of QSIC's US support operation. You are the tier that catches what L1 cannot resolve and owns it through to a conclusion — whether that means digging into Linux logs at the command line, validating a network configuration at a new store, cross-referencing a device's deployment history in Salesforce, or running a diagnostic script to isolate a hardware fault. You bring a structured troubleshooting methodology to every case, and you know how to make progress on a problem even when you don't have all the answers in front of you. This role operates across two pods. On the Rollout pod, you support new store installations — validating site readiness, troubleshooting post-install failures, and ensuring new deployments go live cleanly. On the BAU pod, you own ongoing case resolution for active stores — managing chronic issues, identifying patterns, and keeping the fleet healthy. The strongest L2 engineers move fluidly between both, applying the same diagnostic discipline regardless of context. You are not expected to build the tools — that' L3. But you are expected to use them effectively, recognize when a problem exceeds your scope, and hand off to L3 with a well-documented case that accelerates their investigation rather than restarting it. ### What You'll Do: **Structured troubleshooting and case ownership**• Own L2 cases end-to-end — taking escalations from L1 and working them through to resolution or a well-prepared handoff to L3. • Apply a structured diagnostic methodology to every case: isolate the variable, form a hypothesis, test it, document the outcome — whether the fix works or not. • Triage issues across the full QSIC stack: device behavior, audio signal path, network connectivity, cloud connectivity, and Salesforce case data. • Recognize when a case requires L3 escalation, and escalate with the right artifacts — logs, test results, timeline, and a clear statement of what has already been ruled out. • Manage your case queue with discipline — maintaining accurate Salesforce records, communicating clearly with stores and internal stakeholders, and meeting SLA targets consistently. **Rollout pod support**• Support new store go-lives by validating site readiness, network access, firewall requirements, power, and physical environment checks. • Troubleshoot post-install failures in real time, working with installation partners and field technicians to resolve issues that prevent a store from going live. • Validate that newly deployed devices are online, configured correctly, and streaming as expected — and investigate promptly when they are not. Identify recurring installation failure patterns and document findings clearly for L3 and the Technical Support Manager, so systemic issues can be addressed at the source. • Contribute to pre-rollout readiness checks and post-install validation workflows as QSIC's deployment footprint grows. **BAU support and fleet health**• Resolve ongoing support cases for active stores — device outages, audio failures, connectivity drops, configuration drift, and post-update regressions. • Use QSIC's monitoring and diagnostic tooling to proactively identify stores showing early signs of failure before they generate a support case. • Investigate chronic or recurring issues for individual stores, building a clear picture of device history, network environment, and prior interventions before attempting a fix. • Contribute to truck roll decisions — assessing whether a site visit is warranted, what the technician needs to know before arriving, and what success looks like post-visit. • Support hardware lifecycle activities including RMA assessments, replacement provisioning, and post-swap validation. **Technical execution**• Work at the Linux command line to inspect system state, review logs, manage services, and execute diagnostic commands on edge devices. • Run Python and bash scripts to automate repetitive diagnostic tasks, pull device data, and validate configurations — using and adapting existing tooling rather than building from scratch. • Diagnose network-related issues at the store level, understanding the impact of firewall rules, DNS resolution, DHCP vs. static IP configuration, NTP sync, and TLS on device behavior. • Understand how QSIC's cloud infrastructure connects to in-store devices. e\Enough to distinguish a store-side failure from a platform-side failure and communicate that distinction clearly. • Support hardware provisioning and configuration tasks in collaboration with the warehouse team when deployment volumes require it. **Knowledge, documentation, and team contribution**• Document your troubleshooting findings in Salesforce with enough detail that the next person who touches the case — L1, L2, or L3 — doesn't have to start from zero. • Contribute to runbooks and knowledge base articles, capturing resolution steps for issues you've solved so L1 can handle them independently in future. • Flag gaps in L1 capability or L1 runbook coverage to the Technical Support Manager, your position in the escalation chain gives you visibility into where L1 is consistently getting stuck. • Participate in team case reviews, sharing diagnostic approaches that worked and being honest about approaches that didn't. ### ### About You: **You must have:** • At least 2 years in a technical support role where you regularly resolved issues that required independent investigation — not just applying known fixes from a runbook. • Hands-on Linux experience at the command line — you are comfortable navigating a system, reviewing logs, managing services, and running diagnostic commands without being walked through it. • A genuine troubleshooting methodology — you approach unfamiliar problems systematically, form hypotheses, test them deliberately, and know how to make progress without all the information you'd ideally want. • Solid networking fundamentals — DNS, DHCP, static IP, firewall rules, port access, TLS, and NTP are concepts you can apply to a real problem, not just define on paper. • Experience working within a CRM or ticketing system — Salesforce preferred — with a track record of maintaining accurate, useful case records. • Strong written communication — your case notes, escalation summaries, and customer updates are clear and useful to anyone who reads them. • Ability to manage multiple open cases simultaneously without losing track of status, priority, or next steps. **Bonus points if you have:** • Experience supporting hardware in physical environments — edge devices, media players, IoT, or retail technology where the failure could be software, hardware, network, or environmental. • Python or bash scripting experience — even at a basic level, the ability to read, run, and modify existing scripts is a meaningful advantage in this role. • Exposure to cloud infrastructure concepts, particularly how on-premise or edge devices communicate with cloud-hosted services. • Experience supporting large-scale deployments or rollouts where installation quality and speed both matter. • Familiarity with monitoring or observability tools — Datadog or similar — for investigating device or service health. • Bilingual fluency in English and Spanish — a genuine advantage given the scope of our store network and installer base.