Technical Support

Structured troubleshooting and case ownership• Own L2 cases end-to-end taking escalations from L1 and working them through toresolution or a well-prepared handoff to L3.
• Apply a structured diagnostic methodology to every case: isolate the variable, form ahypothesis, test it, document the outcome whether the fix works or not.
• Triage issues across the full QSIC stack: device behavior, audio signal path, networkconnectivity, 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, firewallrequirements, power, and physical environment checks.
• Troubleshoot post-install failures in real time, working with installation partners and fieldtechnicians to resolve issues that prevent a store from going live.
• Validate that newly deployed devices are online, configured correctly, and streaming asexpected and investigate promptly when they are not.

Identify recurring installation failure patterns and document findings clearly for L3 and theTechnical Support Manager, so systemic issues can be addressed at the source.
• Contribute to pre-rollout readiness checks and post-install validation workflows as QSIC'sdeployment 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 earlysigns of failure before they generate a support case.
• Investigate chronic or recurring issues for individual stores, building a clear picture of devicehistory, network environment, and prior interventions before attempting a fix.
• Contribute to truck roll decisions assessing whether a site visit is warranted, what thetechnician 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, andexecute 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 fromscratch.
• 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 todistinguish a store-side failure from a platform-side failure and communicate that distinction clearly.
• Support hardware provisioning and configuration tasks in collaboration with the warehouseteam when deployment volumes require it.

Knowledge, documentation, and team contribution• Document your troubleshooting findings in Salesforce with enough detail that the next personwho 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 issuesyou've solved so L1 can handle them independently in future.
• Flag gaps in L1 capability or L1 runbook coverage to the Technical Support Manager, yourposition 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 beinghonest about approaches that didn't.