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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Consultant - RICS Software - **Company:** FULLSTEAM INC. - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $54,080.0 - $64,480.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Software System Penetration Testing, Software as a Service, Cloud Computing, Cyber Security, Issue Tracking Systems, Project Management Software, Networking Basics, Open Source Intelligence, Systems Development Life Cycle, Red Team (Cyber Security), Retail Software, Software Engineering, Systems Integration, Technical Data Management Systems, Web Applications, Information Technology - **Published:** September 25, 2026 - **Apply:** https://www.builtincolorado.com/job/support-consultant-rics-software/11360956?handler=ApplyRedirect ## About the Role * 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. ## 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. * 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Modern Headless Commerce with Vendure](https://www.wearedevelopers.com/videos/489-modern-headless-commerce-with-vendure) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [The Deichmann RPA journey: Step by step with low-code automation to success](https://www.wearedevelopers.com/videos/1566-the-deichmann-rpa-journey-step-by-step-with-low-code-automation-to-success) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline)