Customer Support Specialist at Scotch

Job description

About Us 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. 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. Our founders came from Skupos (acquired 2023) and Drizly (acquired by Uber). We've raised $28M from VMG Partners, First Round, Lerer Hippeau, Watchfire, and Toba Capital, with angels including the founder of Drizly and early Toast executives. Forbes has recognized Scotch as a leader in liquor retail tech. We closed a $20M Series A in 2026 off 500%+ YoY growth and $1B+ in processed payment volume. Position Overview As a Customer Support Specialist, you'll own Tier 2 support for Scotch's Android-based POS platform and hardware ecosystem, handling the software, hardware, and customer issues that need deeper investigation than a first-line fix. You'll troubleshoot problems end to end, partner with our Product Support Engineers (Tier 3) + Product & Engineering teams when something needs a closer look, and keep customers informed and confident until their issue is fully resolved. This role is ideal for someone who enjoys technical problem solving, stays calm when things get busy, and takes pride in turning a frustrating moment into a great customer experience. Key Responsibilities Provide advanced technical support for Android-based POS systems and related hardware, including touch terminals, receipt printers, barcode scanners, payment devices, and cash drawers Troubleshoot software issues across payments, inventory management, reporting, and other 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, and customer-focused 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 Qualifications & Skills 1–5 years of experience in technical support, implementation, IT support, or a similar technical customer-facing role Strong technical troubleshooting skills with the 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 Compensation Compensation: The anticipated base salary for this position is $65,000 - $75,000. Individual offers are based on a variety of factors, including experience, skills, qualifications, and internal equity. Competitive equity package Comprehensive medical, dental, and vision coverage Unlimited flexible PTO Why Scotch? Solve meaningful technical problems: Work directly on issues that impact real-world business operations Collaborate closely with Engineering: Help influence product quality and operational improvements Grow your technical expertise: Gain hands-on experience across software, hardware, networking, and payments systems Join a fast-growing company: Be part of a team building modern infrastructure for a massive industry *]: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"> Scotch is an equal opportunity employer. We value diverse perspectives and are committed to creating an inclusive environment for all employees.

Requirements

Must-haves

Provide advanced technical support for Android-based POS systems and related hardware, including touch terminals, receipt printers, barcode scanners, payment devices, and cash drawers
Troubleshoot software issues across payments, inventory management, reporting, and other 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, and customer-focused 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
Qualifications & Skills
1–5 years of experience in technical support, implementation, IT support, or a similar technical customer-facing role
Strong technical troubleshooting skills with the ability to diagnose both software and hardware-related issues
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

Nice-to-haves

Experience working with POS systems, Android devices, payment systems, or similar technical environments preferred

Application prep

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Benefits

Benefits detected in the listing.

Dental

Vision

Pto