Technical Support

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.