Technical Support Specialist, DTiQ

Schedule: As needed

Salary not provided

Windows

Junior, Mid and Senior level

Remote from US

Security monitoring & optimization solutions

Be an early applicant

Security monitoring & optimization solutions

201-500 employees

B2BSecuritySaaSData Analysis

Be an early applicant

Salary not provided

Windows

Junior, Mid and Senior level

Remote from US

201-500 employees

B2BSecuritySaaSData Analysis

Company mission

To empower Quick Service Restaurants (QSRs), Convenience Stores, and Retail Businesses with industry-leading drive-thru technology and intelligent video-based surveillance to optimize operations and protect valuable assets.

Job

Company

Role

Who you are

Strong English communication skills (spoken and written)
Solid understanding of computer hardware and networking fundamentals
Knowledge of Windows operating systems
Experience in technical support or help desk environments
Strong troubleshooting and problem-solving skills
Ability to work independently and as part of a team
Fluent in Spanish

Desirable

CompTIA or other technical certifications
IT degree (completed or in progress)
Experience in surveillance, POS systems, or loss prevention technologies

What the job involves

The Tier 2 Technical Support Specialist provides advanced technical support to customers and serves as an escalation point for complex issues
This role focuses on troubleshooting hardware, software, and network-related problems while maintaining strong queue performance and service level metrics
Provide direct technical support to customers via phone, email, and ticketing systems
Troubleshoot and resolve complex hardware, software, and network issues
Install and configure DTiQ systems remotely
Escalate issues when necessary and collaborate with internal teams to ensure resolution
Maintain ticket queue performance and meet SLA and productivity targets
Document issues and solutions clearly and accurately

Our take

Tech innovations have allowed large companies to streamline their security and loss prevention solutions. This is especially important for customer-facing businesses with a rapid turnover, not least drive-thru and quick-service restaurants. DTiQ provides security monitoring and optimization solutions for the likes of Subway, Dunkin Donuts and Burger King.

DTiQ’s suite of “Smart” branded products includes audit, analysis and assurance products covering incident reporting, internal fraud, theft and loss prevention solutions. Leveraging algorithms and data analysis tools, DTiQ’s services are used by more than 45,000 international customers. Its AI and machine learning identify, flag and prevent suspicious transactions.

Applying AI compliance and security to rapid turnover B2Cs is a smart niche, and DTiQ’s global expansion speaks to the need for such a service. A hefty growth investment awarded in 2024 will be channelled into a business model encouraging higher SaaS growth, including expansion into new territories and a reinvigorated leadership team.