Technical Support Specialist - Tier 2
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 founding team includes leaders from Skupos (acquired in 2023), Drizly (acquired by Uber), and engineering leaders from top technology companies. We’ve raised $28M from VMG, First Round, Lerer Hippeau, Watchfire, and Toba Capital, alongside angels including the founder of Drizly and early executives from Toast. Forbes has recognized Scotch as a leader in the liquor retail technology space.
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 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
- $70,000 per year depending on experience
- 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.
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