🛠 Tech Stack

💼 About This Role

You'll own L2 technical escalations for thousands of in-store audio devices across major US retail chains. You bring structured troubleshooting methodology to every case, whether validating network configs at a new store or diagnosing a hardware fault. This role operates across Rollout and BAU pods, giving you variety and ownership of end-to-end resolution.

🎯 What You'll Do

• Own L2 cases end-to-end, from escalation to resolution or L3 handoff
• Triage issues across device behavior, audio signal, network, and cloud connectivity
• Support new store go-lives by validating site readiness and troubleshooting failures
• Document findings in Salesforce with clear detail for follow-up and knowledge base

📋 Requirements

• At least 2 years in a technical support role with independent investigation
• Hands-on Linux experience at the command line
• Solid networking fundamentals: DNS, DHCP, firewall rules, TLS, NTP
• Experience with a CRM or ticketing system, Salesforce preferred

✨ Nice to Have

• Experience with edge devices, IoT, or retail technology
• Python or bash scripting
• Bilingual fluency in English and Spanish

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 💻 Hybrid work in Dallas with flexible schedule
• 📚 Learning stipend for courses and certifications
• 🩺 Health, dental, and vision insurance

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1HR Screen· 30 min
2. 2Technical Assessment· 60 min
3. 3Hiring Manager Interview· 45 min