Technical Support - Tier 2

<p><strong>Technical Support Specialist - Tier 2</strong></p> <p><strong>About Us</strong></p> <p>Scotch is building the next-generation operating system for beverage alcohol retailers — combining POS, payments, back office, and e-commerce into a platform purpose-built for liquor stores.</p> <p>We’re modernizing one of the oldest industries in the world: the $1.6T beverage alcohol market. Our platform helps retailers run more efficiently through streamlined payments, inventory management, reporting, and day-to-day operations.</p> <p>Our founding team includes leaders from Skupos (acquired in 2023), Drizly (acquired by Uber), and engineering leaders from top technology companies. We’ve raised $28M from VMG, First Round, Lerer Hippeau, Watchfire, and Toba Capital, alongside angels including the founder of Drizly and early executives from Toast. Forbes has recognized Scotch as a leader in the liquor retail technology space.</p> <p><strong>Position Overview</strong></p> <p data-start="22" data-end="375">As a Tier 2 Technical Support Specialist, you’ll serve as a senior escalation point for complex technical issues related to Scotch’s Android-based POS platform and hardware ecosystem. You’ll work directly with customers, internal support teams, and Engineering to diagnose issues, troubleshoot root causes, and drive resolutions quickly and effectively.</p> <p data-start="377" data-end="579">This role is ideal for someone who enjoys technical problem solving, thrives in fast-paced environments, and takes pride in delivering a high-quality customer experience during critical support moments.</p> <p data-start="581" data-end="625">This position is based in our Denver office.</p> <p><strong>Key Responsibilities</strong></p> <ul> <li data-section-id="1m2h3lx" data-start="652" data-end="837">Provide advanced technical support for Android-based POS systems and related hardware, including touch terminals, receipt printers, barcode scanners, payment devices, and cash drawers</li> <li data-section-id="op1vaw" data-start="838" data-end="956">Troubleshoot software issues across payments, inventory management, reporting, and other core platform functionality</li> <li data-section-id="1r3n1l" data-start="957" data-end="1077">Analyze logs, network configurations, and system behavior to identify root causes and resolve complex technical issues</li> <li data-section-id="1oci986" data-start="1078" data-end="1198">Work directly with customers to resolve escalated support cases in a professional, timely, and customer-focused manner</li> <li data-section-id="1rwblsr" data-start="1199" data-end="1312">Collaborate closely with Engineering and Product teams to document bugs, reproduce issues, and prioritize fixes</li> <li data-section-id="mjqd2h" data-start="1313" data-end="1436">Assist customers with remote troubleshooting tools and workflows, including remote desktop setup and device configuration</li> <li data-section-id="1fh4p8w" data-start="1437" data-end="1541">Create and maintain internal troubleshooting documentation, knowledge base content, and support guides</li> <li data-section-id="14qczk8" data-start="1542" data-end="1636">Support software releases, hardware compatibility testing, and operational readiness efforts</li> <li data-section-id="1vjjf1f" data-start="1637" data-end="1720">Participate in on-call rotations for critical outages and high-priority incidents</li> </ul> <p><strong>Qualifications &amp; Skills</strong></p> <ul> <li data-section-id="1ocseic" data-start="1750" data-end="1869">1–5 years of experience in technical support, implementation, IT support, or a similar technical customer-facing role</li> <li data-section-id="12u3w7j" data-start="1870" data-end="1982">Strong technical troubleshooting skills with the ability to diagnose both software and hardware-related issues</li> <li data-section-id="q2star" data-start="1983" data-end="2099">Experience working with POS systems, Android devices, payment systems, or similar technical environments preferred</li> <li data-section-id="3rjg51" data-start="2100" data-end="2225">Comfortable troubleshooting networking basics such as WiFi connectivity, routers, IP configuration, and remote access tools</li> <li data-section-id="4zslpa" data-start="2226" data-end="2325">Strong organizational skills and attention to detail when managing multiple issues simultaneously</li> <li data-section-id="r9296p" data-start="2326" data-end="2421">Ability to work independently, prioritize effectively, and communicate clearly under pressure</li> <li data-section-id="1n2685t" data-start="2422" data-end="2500">Customer-focused mindset with strong written and verbal communication skills</li> <li data-section-id="7euw9u" data-start="2501" data-end="2589">Curious, hands-on, and motivated to continuously learn and improve technical expertise</li> </ul> <p><strong>Compensation</strong></p> <ul> <li>$70,000 per year depending on experience&nbsp;</li> <li data-section-id="1lwz7u8" data-start="3774" data-end="3802">Competitive equity package</li> <li data-section-id="pmkcs8" data-start="3803" data-end="3855">Comprehensive medical, dental, and vision coverage</li> <li data-section-id="idi915" data-start="3856" data-end="3880">Unlimited flexible PTO</li> </ul> <p><strong>Why Scotch?</strong></p> <ul> <li data-section-id="1fete6m" data-start="2792" data-end="2901"><strong data-start="2794" data-end="2834">Solve meaningful technical problems:</strong> Work directly on issues that impact real-world business operations</li> <li data-section-id="snl4w2" data-start="2902" data-end="3005"><strong data-start="2904" data-end="2945">Collaborate closely with Engineering:</strong> Help influence product quality and operational improvements</li> <li data-section-id="184eljb" data-start="3006" data-end="3127"><strong data-start="3008" data-end="3042">Grow your technical expertise:</strong> Gain hands-on experience across software, hardware, networking, and payments systems</li> <li data-section-id="1tyh2nf" data-start="3128" data-end="3234"><strong data-start="3130" data-end="3162">Join a fast-growing company:</strong> Be part of a team building modern infrastructure for a massive industry</li> </ul> <p><strong>How to Apply</strong></p> <p>Email <a href="mailto:brett.medina@scotchpos.com">brett.medina@scotchpos.com</a><strong> </strong>with subject line <strong>"Technical Support Specialist - Tier 2"</strong>.</p> <div class="qMYqUG_convSearchResultHighlightRoot"> <div class="" data-turn-id-container="request-WEB:2270b521-3510-4afb-ae3e-980ebb0154bb-0" data-is-intersecting="true"> <div class="relative w-full overflow-visible"> <section class="text-token-text-primary w-full focus:outline-none has-data-writing-block:pointer-events-none [&amp;:has([data-writing-block])>*]:pointer-events-auto R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-turn-id="request-WEB:2270b521-3510-4afb-ae3e-980ebb0154bb-0" data-turn-id-container="request-WEB:2270b521-3510-4afb-ae3e-980ebb0154bb-0" data-testid="conversation-turn-2" data-scroll-anchor="false" data-turn="assistant"> <div class="text-base my-auto mx-auto pb-10 [--thread-content-margin:var(--thread-content-margin-xs,calc(var(--spacing)*4))] @w-sm/main:[--thread-content-margin:var(--thread-content-margin-sm,calc(var(--spacing)*6))] @w-lg/main:[--thread-content-margin:var(--thread-content-margin-lg,calc(var(--spacing)*16))] px-(--thread-content-margin)"> <div class="[--thread-content-max-width:40rem] @w-lg/main:[--thread-content-max-width:48rem] mx-auto max-w-(--thread-content-max-width) flex-1 group/turn-messages focus-visible:outline-hidden relative flex w-full min-w-0 flex-col agent-turn"> <div class="flex max-w-full flex-col gap-4 grow"> <div class="min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal outline-none keyboard-focused:focus-ring [.text-message+&amp;]:mt-1" data-message-author-role="assistant" data-message-id="e61876ee-f742-46c6-acde-326793d541ab" data-message-model-slug="gpt-5-5" data-turn-start-message="true"> <div class="flex w-full flex-col gap-1 empty:hidden"> <div class="markdown prose dark:prose-invert wrap-break-word w-full light markdown-new-styling"> <p data-start="4461" data-end="4497">In your email, please include:&nbsp;</p> <ul> <li data-section-id="1b51tv3" data-start="3361" data-end="3435">A brief overview of your technical support or troubleshooting experience</li> <li data-section-id="1hu9593" data-start="3436" data-end="3527">Any experience working with POS systems, Android devices, hardware support, or networking</li> <li data-section-id="1f5m63" data-start="3528" data-end="3595">An example of a complex technical issue you diagnosed or resolved</li> <li data-section-id="1mzaule" data-start="3596" data-end="3656">Why you’re interested in Scotch and this role specifically</li> </ul> <p data-start="4461" data-end="4497">Scotch is an equal opportunity employer. We value diverse perspectives and are committed to creating an inclusive environment for all employees.</p> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div>