Technical Support

QSIC•Dallas, TX

12h•Onsite

About The Position

QSIC operates thousands of in-store audio devices across major retail chains in the US. This role is for a Level 2, afternoon shift position, working hours are from 1:30 PM - 10 PM Central Time. The L2 Technical Support Engineer is a critical part of QSIC's US support operation, responsible for resolving issues that L1 cannot. This involves in-depth troubleshooting, including analyzing Linux logs, validating network configurations, checking device history in Salesforce, and running diagnostic scripts. The role requires a structured troubleshooting methodology and the ability to make progress even with incomplete information. The position operates across two pods: the Rollout pod, supporting new store installations, and the BAU pod, managing ongoing case resolution for active stores. Strong engineers will be able to move fluidly between both. While L3 engineers build the tools, L2 engineers are expected to use them effectively, recognize when issues exceed their scope, and hand off to L3 with well-documented cases.

Requirements

At least 2 years in a technical support role where you regularly resolved issues that required independent investigation.
Hands-on Linux experience at the command line (comfortable navigating a system, reviewing logs, managing services, and running diagnostic commands).
A genuine troubleshooting methodology (approach unfamiliar problems systematically, form hypotheses, test them deliberately, and know how to make progress without all the information).
Solid networking fundamentals (DNS, DHCP, static IP, firewall rules, port access, TLS, and NTP concepts applicable to real problems).
Experience working within a CRM or ticketing system (Salesforce preferred) with a track record of maintaining accurate, useful case records.
Strong written communication skills (case notes, escalation summaries, and customer updates are clear and useful).
Ability to manage multiple open cases simultaneously without losing track of status, priority, or next steps.

Nice To Haves

Experience supporting hardware in physical environments (edge devices, media players, IoT, or retail technology).
Python or bash scripting experience (basic level: ability to read, run, and modify existing scripts).
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.

Responsibilities

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.
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.
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.
Contribute to pre-rollout readiness checks and post-install validation workflows.
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.
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.
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 to distinguish store-side failures from platform-side failures.
Support hardware provisioning and configuration tasks in collaboration with the warehouse team when deployment volumes require it.
Document troubleshooting findings in Salesforce with enough detail that the next person who touches the case doesn't have to start from zero.
Contribute to runbooks and knowledge base articles, capturing resolution steps for issues solved so L1 can handle them independently in future.
Flag gaps in L1 capability or L1 runbook coverage to the Technical Support Manager.
Participate in team case reviews, sharing diagnostic approaches that worked and being honest about approaches that didn't.