Scotch is a leading provider of Android-based POS solutions designed specifically for liquor stores. Our system streamlines payment processing, inventory management, and financial reporting to enhance business efficiency. We are seeking a detail-oriented and customer-focused Tier 2 Technical Support Specialist to provide advanced technical support for our software and hardware solutions.
Position Overview:
As a Tier 2 Technical Support Specialist, you will be the final escalation point for technical issues related to our Android-based POS software and hardware. You will work closely with support and development teams, as well as clients, to diagnose, troubleshoot, and resolve complex technical issues. Your expertise will ensure optimal system performance, minimal downtime, and an exceptional user experience.
This role is required to come into our Denver Office.
Key Responsibilities:- Provide expert-level support for Android-based POS touch terminals, receipt printers, barcode scanners, and cash drawers.
- Troubleshoot software-related issues within the application 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.
- 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.
- A highly technical individual whose core strength is technical execution
- 1-5 years of experience in technical support, or software implementation, preferably in the POS or fintech industry.
- Hands-on experience with POS systems and data.
- Strong troubleshooting skills and the ability to guide customers through processes like adding TeamViewer to their PC to enable remote access.
- Organizational rigor and attention to detail.
- Ability to work independently and manage a pipeline of tasks simultaneously.
Compensation:
- Competitive equity package
- $70,000-80,000 per year depending on experience
- Full healthcare
Top Skills
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.
