Customer Support Specialist

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 drawersTroubleshoot software issues across payments, inventory management, reporting, and other core platform functionalityAnalyze logs, network configurations, and system behavior to identify root causes and resolve complex technical issuesWork directly with customers to resolve escalated support cases in a professional, timely, and customer-focused mannerCollaborate closely with Engineering and Product teams to document bugs, reproduce issues, and prioritize fixesAssist customers with remote troubleshooting tools and workflows, including remote desktop setup and device configurationCreate and maintain internal troubleshooting documentation, knowledge base content, and support guidesSupport software releases, hardware compatibility testing, and operational readiness effortsParticipate 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 roleStrong technical troubleshooting skills with the ability to diagnose both software and hardware-related issuesExperience working with POS systems, Android devices, payment systems, or similar technical environments preferredComfortable troubleshooting networking basics such as WiFi connectivity, routers, IP configuration, and remote access toolsStrong organizational skills and attention to detail when managing multiple issues simultaneouslyAbility to work independently, prioritize effectively, and communicate clearly under pressureCustomer-focused mindset with strong written and verbal communication skillsCurious, 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 packageComprehensive medical, dental, and vision coverageUnlimited flexible PTO Why Scotch? Solve meaningful technical problems: Work directly on issues that impact real-world business operationsCollaborate closely with Engineering: Help influence product quality and operational improvementsGrow your technical expertise: Gain hands-on experience across software, hardware, networking, and payments systemsJoin a fast-growing company: Be part of a team building modern infrastructure for a massive industry Scotch is an equal opportunity employer. We value diverse perspectives and are committed to creating an inclusive environment for all employees.