Product Support Engineer

Product Support Engineer

About Us:

Scorch is a cutting-edge provider of POS solutions tailored specifically for liquor stores. Our Android-based POS system offers seamless payment processing, robust inventory management, and financial reporting capabilities. We are looking for a highly skilled Product Support Engineer to provide advanced technical support for our software and hardware solutions.

Position Overview:

As a Product Support Engineer, you will be the final escalation point for technical issues related to our Android-based POS software and hardware. You will work closely with Level 1 & 2 support teams, development teams, and clients to diagnose, troubleshoot, and resolve complex technical issues. Your expertise will ensure optimal system performance, minimal downtime, and an exceptional user experience.

Key Responsibilities:

• Act as the highest level of technical escalation for POS-related issues, diagnosing and resolving complex software and hardware problems.
• Provide expert-level support for Android-based POS touch terminals, receipt printers, barcode scanners, and cash drawers.
• Troubleshoot software-related issues within the terminal POS app, 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.
• Guide & mentor Level 1 & 2 support staff in troubleshooting techniques and best practices.
• 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.