Technical Support - Tier 2 at Scissors & Scotch in Denver, CO

Summary: Scotch is a leading provider of Android-based POS solutions designed specifically for liquor stores, and they are seeking a detail-oriented and customer-focused Tier 2 Technical Support Specialist. In this role, you will provide advanced technical support for their software and hardware solutions, ensuring optimal system performance and an exceptional user experience. 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 Required Qualifications: - 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 Required Skills: Technical support experience, POS systems knowledge Important Skills: Troubleshooting skills, Software implementation Nice-to-Have Skills: Independent work Benefits: Competitive equity package, Full healthcare