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 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.
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.
This position ideally is based in our Denver office.
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 $65000 - $75000. 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
How to Apply
Email [email protected] with subject line "Technical Support Specialist - Tier 2".
In your email please include:
- A brief overview of your technical support or troubleshooting experience
- Any experience working with POS systems Android devices hardware support or networking
- An example of a complex technical issue you diagnosed or resolved
- Why you’re interested in Scotch and this role specifically
Scotch is an equal opportunity employer. We value diverse perspectives and are committed to creating an inclusive environment for all employees.
Skills Required
- 1-5 years of experience in technical support implementation IT support or similar customer-facing technical role
- Strong technical troubleshooting skills diagnosing both software and hardware issues
- Experience with POS systems Android devices payment systems or similar technical environments
- Comfortable troubleshooting networking basics (WiFi connectivity routers IP configuration)
- Experience with remote troubleshooting tools remote desktop setup and device configuration
- Strong organizational skills and attention to detail when managing multiple issues
- 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
What the Team is Saying
Scotch Compensation & Benefits Highlights
- Healthcare Strength—Health coverage is described as comprehensive medical dental and vision with employer-subsidized premiums. Feedback suggests these core benefits are consistently highlighted in role materials.
- Leave & Time Off Breadth—Unlimited flexible PTO is advertised promoting autonomy over time away. Feedback suggests the company encourages use of this policy.
- Equity Value & Accessibility—Company equity is included as a standard part of total rewards with competitive equity packages noted in postings. This offers ownership potential alongside salary.
Scotch Insights
What We Do
From neighborhood stores to destination warehouses liquor retailers of all sizes have been held back by manual tasks slow systems and limited business intelligence. So we decided to build something better — smarter software that saves time and improves margins so independent retailers could focus on their customers not manually managing inventory.
Why Work With Us
Company building is a team sport and we aim to to win the World Championships. We’re looking for heat-seeking missiles that aspire to be the absolute best in their field to constantly raise the bar amongst their peers and to win. We’re a low-ego high-outcome focused crew with a strict no asshole policy.
Scotch Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We're a distributed remote team with our headquarters in Denver CO. We hire the best people we can find regardless of location.
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Date Posted
07/08/2026
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