Technical Support - Tier 2

Technical Support Specialist - Tier 2

About Us:

Scotch is a leading provider of Android-based POS solutions designed specifically for liquor stores. Our system streamlines payment processing, inventory management, and financial reporting to enhance business efficiency. We are seeking a detail-oriented and customer-focused Tier 2 Technical Support Specialist to provide advanced technical support for our software and hardware solutions.

Position Overview: 

As a Tier 2 Technical Support Specialist, you will be the final escalation point for technical issues related to our Android-based POS software and hardware. You will work closely with support and development teams, as well as clients, to diagnose, troubleshoot, and resolve complex technical issues. Your expertise will ensure optimal system performance, minimal downtime, and an exceptional user experience.

This role is required to come into our Denver Office.

Key Responsibilities:

• Provide expert-level support for Android-based POS touch terminals, receipt printers, barcode scanners, and cash drawers.
• Troubleshoot software-related issues within the application including payment processing, inventory management, and financial reporting modules.
• Analyze logs, network configurations, and database queries to identify root causes of issues.
• Collaborate with development teams to report, document, and prioritize bugs or feature requests.
• Create & maintain detailed documentation, including troubleshooting guides, FAQs, and internal knowledge base articles.
• Work directly with customers to provide high-level support, ensuring issues are resolved efficiently and professionally.
• Participate in on-call rotations for critical system issues and outages.
• Assist in software updates, patches, and hardware compatibility testing.

Qualifications & Skills:

• A highly technical individual whose core strength is technical execution
• 1-5 years of experience in technical support, or software implementation, preferably in the POS or fintech industry.
• Hands-on experience with POS systems and data. 
• Strong troubleshooting skills and the ability to guide customers through processes like adding TeamViewer to their PC to enable remote access.
• Organizational rigor and attention to detail.
• Ability to work independently and manage a pipeline of tasks simultaneously.

Compensation:

• Competitive equity package 
• $70,000 per year depending on experience 
• Full healthcare 

Scotch is a leading provider of Android-based POS solutions designed specifically for liquor stores. Our system streamlines payment processing, inventory management, and financial reporting to enhance business efficiency. We are seeking a detail-oriented and customer-focused Tier 2 Technical Support Specialist to provide advanced technical support for our software and hardware solutions.

Position Overview: 

As a Tier 2 Technical Support Specialist, you will be the final escalation point for technical issues related to our Android-based POS software and hardware. You will work closely with support and development teams, as well as clients, to diagnose, troubleshoot, and resolve complex technical issues. Your expertise will ensure optimal system performance, minimal downtime, and an exceptional user experience.

This role is required to come into our Denver Office.

Key Responsibilities:

• Provide expert-level support for Android-based POS touch terminals, receipt printers, barcode scanners, and cash drawers.
• Troubleshoot software-related issues within the application including payment processing, inventory management, and financial reporting modules.
• Analyze logs, network configurations, and database queries to identify root causes of issues.
• Collaborate with development teams to report, document, and prioritize bugs or feature requests.
• Create & maintain detailed documentation, including troubleshooting guides, FAQs, and internal knowledge base articles.
• Work directly with customers to provide high-level support, ensuring issues are resolved efficiently and professionally.
• Participate in on-call rotations for critical system issues and outages.
• Assist in software updates, patches, and hardware compatibility testing.

Qualifications & Skills:

• A highly technical individual whose core strength is technical execution
• 1-5 years of experience in technical support, or software implementation, preferably in the POS or fintech industry.
• Hands-on experience with POS systems and data. 
• Strong troubleshooting skills and the ability to guide customers through processes like adding TeamViewer to their PC to enable remote access.
• Organizational rigor and attention to detail.
• Ability to work independently and manage a pipeline of tasks simultaneously.

How to Apply:

Send a note to jake@scotchpos.com with the subject line "Technical Support - T2." Tell us about your experience providing world class technical support and how it applies to our business needs. We read every application.