QSIC — Technical Support

job posting·professional role·active

Official active full-time posting for Technical Support at QSIC, located in Dallas, Texas.

Verified facts

Official site	https://jobs.lever.co/qsic/b3ad65c5-2797-47a9-828a-ff68bb61e3cd ↗
Geography	United States
job board posting id	b3ad65c5-2797-47a9-828a-ff68bb61e3cd
team	Qsic USA Operations
location	Dallas, Texas
seniority	unspecified
department	unknown
exact title	Technical Support
role family	finance_and_operations
closing date	unknown
compensation	disclosed: false · parse state: not_publicly_disclosed
posting date	2026-06-09
employer name	QSIC
posting status	active
workplace type	hybrid
employment type	full-time
required skills	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.; 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.
selection basis	official_current_board_freshness_or_domain_critical_role
employer subtype	retail_audio_ai_company
preferred skills	unknown
responsibilities	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.
work authorization	unknown
education requirements	unknown