Customer Support Specialist

Scotch & Soda

. Own Tier 2 support for Scotch's Android-based POS platform and hardware ecosystem .

Posted 10/7/2026full-timeDenver • Colorado • United StatesJunior💰 $65,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing advanced technical support for Android-based POS systems and hardware, with strong troubleshooting skills for both software and hardware issues. Capable of collaborating with engineering teams and maintaining comprehensive documentation while ensuring customer satisfaction.

Highest-signal resume keywords

Android-Based POS SupportTechnical TroubleshootingNetworking BasicsCustomer-Focused MindsetDocumentation Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportPOS SystemsSoftware TroubleshootingHardware TroubleshootingLog AnalysisNetwork ConfigurationRemote TroubleshootingDevice ConfigurationOperational ReadinessPayment Systems

Soft Skills

Organizational SkillsAttention to DetailEffective CommunicationIndependenceCuriosity

Tools & Technologies

Remote Desktop ToolsBarcode ScannersReceipt PrintersTouch TerminalsPayment DevicesCash Drawers

Industry Keywords

Technical Customer-Facing RoleIT SupportImplementationEscalated Support CasesKnowledge Base Content

Tech Stack

Tools & technologies

Android

About the role

Key responsibilities & impact

Own Tier 2 support for Scotch's Android-based POS platform and hardware ecosystem
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
Collaborate 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

Requirements

What you’ll need

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

Benefits

Comp & perks

Competitive equity package
Comprehensive medical, dental, and vision coverage
Unlimited flexible PTO
Hands-on experience across software, hardware, networking, and payments systems
Inclusive environment for all employees