[Hiring] Support Consultant @Fullsteam

Role Description

The Tier 2 Support Consultant serves as an advanced technical support resource within the Service organization, providing expert assistance to clients, partners, and internal team members. This role is responsible for troubleshooting complex product, integration, API, hardware, and networking issues; serving as an escalation point for Tier 1 Support; and partnering with internal teams to drive issue resolution.

The Tier 2 Support Consultant owns escalated cases from investigation through resolution, identifies and documents potential product defects, and helps improve team effectiveness through knowledge sharing, mentoring, and process improvement initiatives.

Primary Responsibilities

• Provide client support via phone, email, and chat during business hours.
• Serve as an escalation resource for complex technical issues involving RICS products, integrations, APIs, hardware, and networking.
• Investigate, troubleshoot, validate, and document escalated issues, including analysis of logs, system behavior, and error messages.
• Maintain ownership of complex cases, providing timely updates to clients and stakeholders throughout the resolution process.
• Differentiates between product, configuration, environmental, integration, hardware, networking, and potential software defect issues.
• Reproduce issues, identify root causes, and escalate validated product defects with clear documentation and business impact.
• Monitor support trends, recurring issues, and client feedback; communicate findings to leadership.
• Provide guidance, mentoring, and troubleshooting assistance to Tier 1 Support Consultants.
• Contribute to onboarding, training, and knowledge-sharing initiatives.
• Create and maintain documentation, troubleshooting resources, Help Center content, and FAQs.
• Accurately document client interactions, troubleshooting activities, and resolutions in support systems.
• Support user acceptance testing and validation of issue resolutions, enhancements, and new features.
• Collaborate cross-functionally to provide product expertise and support business objectives.
• Continuously expand knowledge of RICS products, supported technologies, and retail industry best practices.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent professional experience.
• 3+ years of experience in technical support, software support, help desk, or a client-facing technical role, preferably in SaaS, POS, or retail technology.
• Proven ability to troubleshoot complex software, hardware, networking, and configuration issues.
• Working knowledge of Windows operating systems, web applications, and networking fundamentals.
• Experience investigating API and integration issues preferred.
• Strong analytical, problem-solving, and root-cause investigation skills.
• Ability to analyze logs, error messages, and technical data.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
• Experience with ticketing systems, support platforms, and customer relationship management tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong collaboration skills with the ability to work independently and across teams.
• Experience mentoring, coaching, or training team members preferred.
• Familiarity with retail operations, POS systems, inventory management, e-commerce, and integrations strongly preferred.
• Team-oriented mindset with a commitment to delivering exceptional customer experiences.
• Ideal candidates will be based in the Pacific Time Zone and able to support weekend coverage as needed.

Requirements

• Hourly Pay Range: $26.44-$31.25 USD

Benefits

• Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background.
• Fullsteam is an Equal Opportunity/Affirmative Action employer.
• All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.