Android POS & Hardware Support Specialist

Scotch; Sterling (VA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Equity

Health benefits

Unlimited PTO

Job summary

Scotch is seeking a Customer Support Specialist to own Tier 2 support for our Android-based POS platform and related hardware. You’ll troubleshoot end-to-end, collaborate with Product Support Engineers and Engineering when issues require deeper investigation, and keep customers informed until resolution.

This role suits someone who enjoys technical problem solving, stays calm under pressure, and takes pride in turning frustration into a great customer experience.

Qualifications

• 1–5 years of technical support or similar customer-facing roles.
• Strong troubleshooting for software and hardware environments.
• Experience with POS systems, Android devices, and payments preferred.
• Comfort with WiFi, routers, IP config, and remote access tools.
• Excellent written and verbal communication under pressure.

Responsibilities

• Provide advanced technical support for Android-based POS systems and hardware.
• Troubleshoot software issues across payments, inventory, reporting, and core platform.
• Analyze logs and network configurations to identify root causes.
• Resolve escalated cases with professionalism and customer focus.
• Collaborate with Engineering and Product to document bugs and fixes.
• Assist customers with remote troubleshooting and device configuration.
• Create internal troubleshooting docs and knowledge base content.
• Support software releases, hardware compatibility testing, and readiness.
• Participate in on-call rotations for outages.

Skills

Technical support

Troubleshooting

POS systems

Networking basics

Customer-focused

Communication

Job description

Scotch is seeking a Customer Support Specialist to own Tier 2 support for our Android-based POS platform and related hardware. You’ll troubleshoot end-to-end, collaborate with Product Support Engineers and Engineering when issues require deeper investigation, and keep customers informed until resolution.

This role suits someone who enjoys technical problem solving, stays calm under pressure, and takes pride in turning frustration into a great customer experience.