Scorch is a cutting-edge provider of POS solutions tailored specifically for liquor stores. Our Android-based POS system offers seamless payment processing, robust inventory management, and financial reporting capabilities. We are looking for a highly skilled Product Support Engineer to provide advanced technical support for our software and hardware solutions.
Position Overview:As a Product Support Engineer, you will be the final escalation point for technical issues related to our Android-based POS software and hardware. You will work closely with Level 1 & 2 support teams, development teams, and clients to diagnose, troubleshoot, and resolve complex technical issues. Your expertise will ensure optimal system performance, minimal downtime, and an exceptional user experience.
Key Responsibilities:- Act as the highest level of technical escalation for POS-related issues, diagnosing and resolving complex software and hardware problems.
- Provide expert-level support for Android-based POS touch terminals, receipt printers, barcode scanners, and cash drawers.
- Troubleshoot software-related issues within the terminal POS app, including payment processing, inventory management, and financial reporting modules.
- Analyze logs, network configurations, and database queries to identify root causes of issues.
- Collaborate with development teams to report, document, and prioritize bugs or feature requests.
- Guide & mentor Level 1 & 2 support staff in troubleshooting techniques and best practices.
- Create & maintain detailed documentation, including troubleshooting guides, FAQs, and internal knowledge base articles.
- Work directly with customers to provide high-level support, ensuring issues are resolved efficiently and professionally.
- Participate in on-call rotations for critical system issues and outages.
- Assist in software updates, patches, and hardware compatibility testing.
What the Team is Saying
What We Do
From neighborhood stores to destination warehouses, liquor retailers of all sizes have been held back by manual tasks, slow systems and limited business intelligence. So we decided to build something better — smarter software that saves time and improves margins so independent retailers could focus on their customers, not manually managing inventory.
Why Work With Us
Company building is a team sport, and we aim to to win the World Championships. We’re looking for heat-seeking missiles that aspire to be the absolute best in their field, to constantly raise the bar amongst their peers, and to win. We’re a low-ego, high-outcome focused crew with a strict no asshole policy.
Scotch Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We're a distributed remote team. We hire the best people we can find, regardless of location. We maintain offices in Denver and San Francisco.
