{"id":1310229,"url":"https://alion.io/job/fullsteam-support-consultant-rics-software","title":"Support Consultant - RICS Software","company":{"id":2283433,"name":"Fullsteam","domain":"fullsteam.com","url":"https://alion.io/company/fullsteam-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"PT","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":26,"max":31,"currency":"USD","period":"hour","gross":null,"usd_annual":62000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-24T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-27T19:41:13Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nFullsteam 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.\nRICS 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.\nAt RICS, you'll join a collaborative, customer-focused team passionate about delivering innovative technology and exceptional support to independent retailers.\nThe 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.\nThe 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.\nPrimary Responsibilities\nProvide client support via phone, email, and chat during business hours.\nServe as an escalation resource for complex technical issues involving RICS products, integrations, APIs, hardware, and networking.\nInvestigate, troubleshoot, validate, and document escalated issues, including analysis of logs, system behavior, and error messages.\nMaintain ownership of complex cases, providing timely updates to clients and stakeholders throughout the resolution process.\nDifferentiate between product, configuration, environmental, integration, hardware, networking, and potential software defect issues.\nReproduce issues, identify root causes, and escalate validated product defects with clear documentation and business impact.\nMonitor support trends, recurring issues, and client feedback; communicate findings to leadership.\nProvide guidance, mentoring, and troubleshooting assistance to Tier 1 Support Consultants.\nContribute to onboarding, training, and knowledge-sharing initiatives.\nCreate and maintain documentation, troubleshooting resources, Help Center content, and FAQs.\nAccurately document client interactions, troubleshooting activities, and resolutions in support systems.\nSupport user acceptance testing and validation of issue resolutions, enhancements, and new features.\nCollaborate cross-functionally to provide product expertise and support business objectives.\nContinuously expand knowledge of RICS products, supported technologies, and retail industry best practices.\nMinimum Qualifications\nAssociate's or Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent professional experience.\n3+ years of experience in technical support, software support, help desk, or a client-facing technical role, preferably in SaaS, POS, or retail technology.\nProven ability to troubleshoot complex software, hardware, networking, and configuration issues.\nWorking knowledge of Windows operating systems, web applications, and networking fundamentals.\nExperience investigating API and integration issues preferred.\nStrong analytical, problem-solving, and root-cause investigation skills.\nAbility to analyze logs, error messages, and technical data.\nExcellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.\nExperience with ticketing systems, support platforms, and customer relationship management tools.\nAbility to manage multiple priorities in a fast-paced environment.\nStrong collaboration skills with the ability to work independently and across teams.\nExperience mentoring, coaching, or training team members preferred.\nFamiliarity with retail operations, POS systems, inventory management, e-commerce, and integrations strongly preferred.\nTeam-oriented mindset with a commitment to delivering exceptional customer experiences.\nIdeal candidates will be based in the Pacific Time Zone and able to support weekend coverage as needed.\nHourly Pay Range: $26.44-$31.25 USD\nFullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/AffirmativeAction 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.","description_format":"text","description_chars":5535,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Sales & Marketing","Corporate Events"],"lifecycle":[{"event":"open","at":"2026-09-26T15:38:54Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":35,"reasons":["conf:10","velocity","win:early"],"computed_at":"2026-09-28T05:45:00Z"},"pay":{"stated_usd_annual":62000,"is_top_pay":false},"html_url":"https://alion.io/job/fullsteam-support-consultant-rics-software","json_url":"https://alion.io/job/fullsteam-support-consultant-rics-software.json","meta":{"generated_at":"2026-09-28T23:28:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1110,"day_limit":5000,"remaining_today":3890,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}