Technical Support Specialist, POS & Hardware (Android)

Scotch; Denver (CO); In loco; USD 65.000 - 75.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive equity package

Medical, dental and vision coverage

Unlimited flexible PTO

Descrizione del lavoro

Scotch, Denver-based, is building the next-generation operating system for beverage alcohol retailers, combining POS, payments, back office, and e-commerce into a platform designed for liquor stores.

As a Customer Support Specialist, you’ll own Tier 2 support for Scotch’s Android POS platform and hardware ecosystem, troubleshoot end-to-end, and collaborate with Product Support Engineers and Engineering teams to resolve issues quickly while keeping customers informed and confident throughout the

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Technical troubleshooting

POS systems/Android devices

Networking basics

Customer communication

Strumenti

Remote desktop tools

Knowledge base tools

Descrizione del lavoro

Scotch, Denver-based, is building the next-generation operating system for beverage alcohol retailers, combining POS, payments, back office, and e-commerce into a platform designed for liquor stores.

As a Customer Support Specialist, you’ll own Tier 2 support for Scotch’s Android POS platform and hardware ecosystem, troubleshoot end-to-end, and collaborate with Product Support Engineers and Engineering teams to resolve issues quickly while keeping customers informed and confident throughout the