Support Consultant - RICS Software

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.
• Differentiate 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., Leads Rapid7’s global technical sales organization across Sales Engineering Specialists, Forward Engineering, Labs, and the Center of Excellence. Develops technical sales strategy, organizational roadmaps, succession frameworks, and engineering capabilities while partnering with sales leadership. Oversees integrations, demo infrastructure, enterprise platform architecture, ROI modeling, resource planning, and cross-functional execution. Drives organizational scaling, executive alignment, talent development, and measurable contributions to revenue and product innovation. Top Skills: APIsCloud ComputingEnterprise Security PlatformsSecurity Orchestration Automation And Response (Soar) Rapid7

Vector Command Specialist

5 Minutes Ago Remote or Hybrid United States 89K-121K Annually Mid level 89K-121K Annually Mid level Artificial Intelligence * Cloud * Information Technology * Sales * Security * Software * Cybersecurity Supports customers using Rapid7’s Vector Command Red Team service through attack surface analysis, reconnaissance, OSINT, reporting, customer communications, and request prioritization. The role coordinates with Red Team, MDR, and MVM teams; conducts manual network and service reconnaissance; develops scripts to analyze attack surface data; monitors customer exposures; and performs entry-level external penetration testing. It also includes customer onboarding, monthly reporting, update calls, and translating technical security concepts for nontechnical stakeholders. Top Skills: Ieee 802.11Internet Protocol SuiteLinuxOsintPenetration Testing ToolsPowershellPythonUnixVector Command PlatformWindows, Wipfli

• 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.

Be an Early Applicant Remote Hiring Remotely in United States 26-31 Hourly Mid level Remote Hiring Remotely in United States 26-31 Hourly Mid level Provides Tier 2 technical support for RICS retail software, POS, integrations, APIs, hardware, and networking. Investigates escalated issues, analyzes logs, reproduces defects, documents resolutions, and communicates with clients and stakeholders. Mentors Tier 1 support staff, creates knowledge resources, supports testing, monitors recurring issues, and collaborates with internal teams to improve products and support processes. The summary above was generated by AI

It’s fun to work in a company where people truly BELIEVE in what they’re doing!, Remote or Hybrid United States 117K-158K Annually Senior level 117K-158K Annually Senior level Cloud * Fintech * Software * Business Intelligence * Consulting * Financial Services Leads Procore consulting engagements by translating client business needs into requirements, architecting and implementing solutions, designing quality processes, reviewing testing and budgets, improving workflows, supporting sales, and mentoring engineering and consulting teams. The role serves as a Procore subject matter expert, oversees quality management and SDLC methodologies, develops service offerings, and drives client satisfaction and team growth. Top Skills: ProcoreSoftware Development Life Cycle (Sdlc)

What you need to know about the Colorado Tech Scene

With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.

Key Facts About Colorado Tech

• Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
• Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
• Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
• Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
• Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
• Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

RICS Software is a leading SaaS provider of retail point-of-sale (POS), inventory management, and business analytics solutions. Since 1983, we have helped footwear, apparel, and sporting goods retailers streamline operations, improve visibility, and grow their businesses. Our cloud-based platform supports thousands of retail locations with real-time inventory management, mobile POS, reporting, e-commerce, and vendor integrations.

At RICS, you’ll join a collaborative, customer-focused team passionate about delivering innovative technology and exceptional support to independent retailers.