{"id":2140378,"url":"https://alion.io/job/scotch-customer-support-specialist","title":"Customer Support Specialist","company":{"id":688334,"name":"Scotch","domain":"scotch.ai","url":"https://alion.io/company/scotch-3","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":65000,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Wi-Fi","optional":true}],"status":"live","first_seen_at":"2026-10-07T15:21:14Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-13T23:54:54Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"About Us\nScotch 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.\nWe’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.\nOur founders came from Skupos (acquired 2023) and Drizly (acquired by Uber). We've raised $28M from VMG Partners, First Round, Lerer Hippeau, Watchfire, and Toba Capital, with angels including the founder of Drizly and early Toast executives. Forbes has recognized Scotch as a leader in liquor retail tech. We closed a $20M Series A in 2026 off 500%+ YoY growth and $1B+ in processed payment volume.\nPosition Overview\nAs a Customer Support Specialist, you'll own Tier 2 support for Scotch's Android-based POS platform and hardware ecosystem, handling the software, hardware, and customer issues that need deeper investigation than a first-line fix. You'll troubleshoot problems end to end, partner with our Product Support Engineers (Tier 3) + Product & Engineering teams when something needs a closer look, and keep customers informed and confident until their issue is fully resolved.\nThis role is ideal for someone who enjoys technical problem solving, stays calm when things get busy, and takes pride in turning a frustrating moment into a great customer experience.\nKey Responsibilities\nProvide advanced technical support for Android-based POS systems and related hardware, including touch terminals, receipt printers, barcode scanners, payment devices, and cash drawers\nTroubleshoot software issues across payments, inventory management, reporting, and other core platform functionality\nAnalyze logs, network configurations, and system behavior to identify root causes and resolve complex technical issues\nWork directly with customers to resolve escalated support cases in a professional, timely, and customer-focused manner\nCollaborate closely with Engineering and Product teams to document bugs, reproduce issues, and prioritize fixes\nAssist customers with remote troubleshooting tools and workflows, including remote desktop setup and device configuration\nCreate and maintain internal troubleshooting documentation, knowledge base content, and support guides\nSupport software releases, hardware compatibility testing, and operational readiness efforts\nParticipate in on-call rotations for critical outages and high-priority incidents\nQualifications & Skills\n1-5 years of experience in technical support, implementation, IT support, or a similar technical customer-facing role\nStrong technical troubleshooting skills with the ability to diagnose both software and hardware-related issues\nExperience working with POS systems, Android devices, payment systems, or similar technical environments preferred\nComfortable troubleshooting networking basics such as WiFi connectivity, routers, IP configuration, and remote access tools\nStrong organizational skills and attention to detail when managing multiple issues simultaneously\nAbility to work independently, prioritize effectively, and communicate clearly under pressure\nCustomer-focused mindset with strong written and verbal communication skills\nCurious, hands-on, and motivated to continuously learn and improve technical expertise\nCompensation\nCompensation: The anticipated base salary for this position is $65,000 - $75,000. Individual offers are based on a variety of factors, including experience, skills, qualifications, and internal equity. \nCompetitive equity package\nComprehensive medical, dental, and vision coverage\nUnlimited flexible PTO\nWhy Scotch?\nSolve meaningful technical problems: Work directly on issues that impact real-world business operations\nCollaborate closely with Engineering: Help influence product quality and operational improvements\nGrow your technical expertise: Gain hands-on experience across software, hardware, networking, and payments systems\n Join a fast-growing company: Be part of a team building modern infrastructure for a massive industry\n*]:pointer-events-auto R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]\" data-turn-id=\"request-WEB:2270b521-3510-4afb-ae3e-980ebb0154bb-0\" data-turn-id-container=\"request-WEB:2270b521-3510-4afb-ae3e-980ebb0154bb-0\" data-testid=\"conversation-turn-2\" data-scroll-anchor=\"false\" data-turn=\"assistant\">\nScotch is an equal opportunity employer. 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