Technical Support

Qsic

L2 Technical Support Engineer managing technical support for QSIC's audio devices in retail environments. Focus on structured troubleshooting, case ownership, and collaboration across multiple teams.

Posted 6/9/2026full-timeDallas • Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

CloudDNSIoTLinuxPython

About the role

Key responsibilities & impact

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.
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.
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.
Work at the Linux command line to inspect system state, review logs, manage services, and execute diagnostic commands on edge devices.
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.
Participate in team case reviews, sharing diagnostic approaches that worked and being honest about approaches that didn't.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Our Values
Honesty First: Keep it real, mate. We celebrate frank communication that is direct, open,
respectful, and fair. We choose honesty over getting it right, every time
Invent Solutions: Roll up your sleeves. We see a problem and don&'t dwell on it but rather - we
understand it, we own it, we solve it. We don't see a wall, but a hurdle ready for us to take.
Learn Every Day: Soak it up. We have a genuine insatiable curiosity and never take ourselves
too seriously.
One Team: We are all in this together. We value the diversity of our people—their nuances
and differences. When we come together as a team, that's what makes us truly great.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Linux command linetroubleshooting methodologynetworking fundamentalsPythonbash scriptingcloud infrastructure conceptsmonitoring toolsSalesforcedevice configurationdiagnostic commands

Soft Skills

strong written communicationcase managementindependent investigationsystematic problem solvingmulti-taskingteam collaborationclear communicationattention to detaildisciplineadaptability