QSIC

Technical Support

Dallas, Texas

Sponsorship not specifiedDetected 43 days ago

PythonBashCloud PlatformsLinuxDatadogSalesforceCRMCustomer SupportDNSFirewallCommunicationCollaboration

About the role

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.
This is a level 2, afternoon shift position.
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.

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.
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.
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.

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.
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 supporting hardware in physical environments - edge devices, media players,
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.
Bilingual fluency in English and Spanish - a genuine advantage given the scope of our store network and installer base.
Experience working within a CRM or ticketing system - Salesforce preferred - with a track record of maintaining accurate, useful case records.

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.

This listing is sourced directly from QSIC's careers page and normalized into a canonical job model.