Scotch Offices

Own QA strategy and release quality for POS, back-office, and payments products. Build automated unit, integration, API, contract, and end-to-end tests; integrate testing into GitHub Actions; validate hardware, offline modes, payment flows, and upgrades; establish release gates and test environments; monitor quality metrics; reproduce merchant issues; and coach engineers on testable design and quality practices.

Own end-to-end onboarding for new customers from contract signing through go-live. Manage multiple implementations, configure POS software, coordinate hardware installations, train users, troubleshoot technical issues, and ensure implementation readiness. Partner cross-functionally with Sales, Support, Product, and Engineering while maintaining project plans, documentation, and proactive customer communication. Travel regularly to customer locations, including occasional evenings, weekends, overnight stays, and Sunday installations.

Provide Tier 2 technical support for Android-based POS software and hardware, troubleshooting payments, inventory, reporting, networking, and device issues. Investigate logs and system behavior, resolve escalated customer cases, and collaborate with Product and Engineering on bugs and fixes. Maintain troubleshooting documentation, assist with releases and hardware compatibility testing, and participate in on-call coverage for critical incidents.