Technical Support

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. As we scale through major retail rollouts and deepen our BAU support operation, we need L2 engineers who can do more than follow a runbook. We need people who can think.

This is a level 2, afternoon shift position. Working hours are from 1:30pm - 10pm Central Time

The L2 Technical Support Engineer sits in the engine room of QSIC's US support operation. You are the tier that catches what L1 cannot resolve and owns it through to a conclusion — whether that means digging into Linux logs at the command line, validating a network configuration at a new store, cross-referencing a device's deployment history in Salesforce, or running a diagnostic script to isolate a hardware fault.

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.

 

This role operates across two pods. On the Rollout pod, you support new store installations — validating site readiness, troubleshooting post-install failures, and ensuring new deployments go live cleanly. On the BAU pod, you own ongoing case resolution for active stores — managing chronic issues, identifying patterns, and keeping the fleet healthy. The strongest L2 engineers move fluidly between both, applying the same diagnostic discipline regardless of context.

You are not expected to build the tools — that' L3. But you are expected to use them effectively, recognize when a problem exceeds your scope, and hand off to L3 with a well-documented case that accelerates their investigation rather than restarting it.