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We’re looking for a Technical Support Engineer to join our team at CresLane, a Dura Software company. This is a Full-time Non-Exempt (overtime-eligible) position, working out of our office in Riverside, California. The role involves handling technical support requests, managing a ticket queue, and participating in an on-call rotation. The ideal candidate will have strong troubleshooting skills and a solid foundation in SQL, networking (including firewalls), and Windows environments.
About CresLane:
With deep knowledge of the independent grocery store environment, CresLane Retail Solutions offers advanced Point of Sale (POS) solutions to independent grocers. Serving grocery stores, markets, general stores, corner stores, co-ops, and beyond, the software suite provides a range of mission-critical capabilities, including integrated multi-store point of sale, self-checkout, reporting, POS hardware, and back-office support. These capabilities enable customers to make better operational decisions, ensuring profitability and continuous support for their independent grocery businesses. In 2023, CresLane joined Dura Software, a US-based software company acquirer, to strengthen its long-term growth path and operating excellence. Learn more at
www.creslane.com.
About Dura:
At Dura Software, our mission is clear: we're dedicated to nurturing and advancing software companies that provide mission-critical solutions across diverse industries. We acquire hyper-niche businesses with established customer bases and empower them with the essential resources and expertise needed for sustainable growth. Employing a robust Support Services model, we stand shoulder to shoulder with our portfolio of companies, ensuring not just growth, but sustained, profitable growth. We know that diverse experiences in life help us to grow and learn, and we are looking for people that aren’t afraid to lean in and explore different strategies to help us succeed.
Key Responsibilities:
· Provide exceptional first-level technical customer support via phone, email, and ticketing system· Troubleshoot and independently resolve issues involving software, networking, and POS hardware· Leverage SQL proficiency to efficiently run queries and troubleshoot data-related problems· Leverage Windows OS setup and troubleshooting experience to configure and support Windows-based systems· Assist leadership with network and firewall troubleshooting· Accurately document support cases and technical solutions· Participate in an on-call rotation for after-hours support
Job Requirements:
· 1-3 years of technical support or help desk experience· Bachelor’s degree in computer science, software engineering, information technology, or other related discipline· Strong knowledge of networking and firewall configuration· Experience with Windows OS setup and troubleshooting· Strong problem-solving and communication skills· Ability to work independently and manage shifting priorities
Additional Preferred Experience / Skills
· Experience supporting POS systems or retail technology· Familiarity with ticketing platforms such as Jira· Basic scripting knowledge· Bilingual skills (Spanish) Join us and be part of a forward-thinking team that embraces innovation and strives for excellence in the software industry. We offer competitive compensation packages, professional growth opportunities, and a collaborative work environment. If you are passionate about customer service excellence, have a deep understanding of the software industry, and are driven to make a positive impact, we would love to hear from you!
