TechnicalSupport

## What You'll Do 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 store