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Salary: USD 65,000 - 75,000 / annual
Scotch is building a next-generation operating system for beverage alcohol retailers, combining POS, payments, back office, and e-commerce into a unified platform. The company is modernizing the $1.6T beverage alcohol market and has raised $28M from top-tier investors including VMG Partners and First Round Capital. Founders came from Skupos (acquired 2023) and Drizly (acquired by Uber), and the company recently closed a $20M Series A with 500%+ YoY growth and $1B+ in processed payment volume.
As a Customer Support Specialist, you will own Tier 2 support for Scotch's Android-based POS platform and hardware ecosystem. You'll handle software, hardware, and customer issues that require deeper investigation beyond first-line fixes. Your responsibilities include:
• Provide advanced technical support for Android-based POS systems and related hardware (touch terminals, receipt printers, barcode scanners, payment devices, cash drawers)
• Troubleshoot software issues across payments, inventory management, reporting, and core platform functionality
• Analyze logs, network configurations, and system behavior to identify root causes and resolve complex technical issues
• Work directly with customers to resolve escalated support cases in a professional, timely manner
• Collaborate closely with Engineering and Product teams to document bugs, reproduce issues, and prioritize fixes
• Assist customers with remote troubleshooting tools and workflows, including remote desktop setup and device configuration
• Create and maintain internal troubleshooting documentation, knowledge base content, and support guides
• Support software releases, hardware compatibility testing, and operational readiness efforts
• Participate in on-call rotations for critical outages and high-priority incidents
This role is ideal for someone who enjoys technical problem-solving, stays calm under pressure, and takes pride in turning frustrating moments into great customer experiences.
QUALIFICATIONS & REQUIREMENTS:
• 1–5 years of experience in technical support, implementation, IT support, or similar technical customer-facing role
• Strong technical troubleshooting skills with ability to diagnose both software and hardware-related issues
• Experience working with POS systems, Android devices, payment systems, or similar technical environments (preferred)
• Comfortable troubleshooting networking basics such as WiFi connectivity, routers, IP configuration, and remote access tools
• Strong organizational skills and attention to detail when managing multiple issues simultaneously
• Ability to work independently, prioritize effectively, and communicate clearly under pressure
• Customer-focused mindset with strong written and verbal communication skills
• Curious, hands-on, and motivated to continuously learn and improve technical expertise
