--- title: 'Customer Support Specialist at Scotch' canonical: 'https://feeny.ai/job/customer-support-specialist-scotch-2pwtjdgde25r' type: 'job' last_seen: '2026-10-17' --- # Customer Support Specialist at Scotch - **Company:** Scotch - **Work type:** hybrid - **Posted:** 2026-10-07 - **Last confirmed live:** 2026-10-17 - **Apply:** https://job-boards.greenhouse.io/scotch/jobs/5446558008 ## Job description ## 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 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. Position Overview As 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. This 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. ## 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 - Compensation: 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. - 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 Scotch is an equal opportunity employer. We value diverse perspectives and are committed to creating an inclusive environment for all employees. ## About Scotch ## Company Overview - **One-liner**: Scotch provides an all-in-one cloud-native operating system (POS, inventory, analytics, and payments) built exclusively for liquor retailers. - **Entity Type**: Private (Series A) - **Headquarters**: Denver, Colorado, USA - **Founded**: 2024 - **Founders**: Jake Bolling (CEO), Kevin Hodges (CRO), and Dan Chen (CTO) ## Core Business - Primary industry: Liquor retail technology / Vertical SaaS - Target customers: Independent and large-format liquor retailers (B2B, SMB to Enterprise) - Mission: To give liquor stores the systems they deserve – modern, AI‑powered tools that save time and improve margins so retailers can focus on their customers. ## Products & Services - **POS & Payments**: Point‑of‑sale system with low‑fee payment processing, designed for fast transactions and offline resilience. - **Back Office**: Automated inventory management, invoice reconciliation, cost‑change detection, SKU standardization, and deal‑sheet matching. - **AI‑Powered Insights**: Real‑time dashboards and profitability analytics that help retailers make smarter pricing and stocking decisions. - **eCommerce**: Integrated online ordering capability (mentioned on website). ## Market Standing - **Valuation**: Not publicly disclosed. - **Key Metrics**: $10M annual revenue (LinkedIn estimate); $1B annualized gross payment volume (June 2026). - **Total Funding**: ~$20M Series A (June 2026) led by VMG Partners; earlier Seed ($10M) led by First Round Capital; Pre‑Seed led by Levante. - **Notable Investors**: VMG Partners, First Round Capital, Lerer Hippeau, Toba Capital, Levante. - **Growth Signals**: 35 employees (80% in US), monthly headcount growth +10.8%; onboarding large independent retailers such as The Liquor Store of Jackson Hole, Big Bear Wine & Liquor, Corkdorks, and Everest Spirits Superstore; actively hiring across engineering, support, and operations. ## Competitive Advantages - **Vertical‑specific**: Entirely built for liquor retail – not a generic POS adapted to the category. Handles complex workflows unique to the industry (e.g., multi‑distributor invoices, 10,000–25,000 SKUs). - **Cloud‑native, AI‑first**: Replaces on‑premise legacy systems (often 30–40 years old) with a modern, always‑up‑to‑date platform. - **Proven founding team**: The CEO and CRO previously built Skupos (convenience‑store tech); the CTO was CTO of Drizly (acquired by Uber for >$1B). - **Lowest‑fee guarantee**: Payment processing fee claim differentiates from competitors. - **Automation that saves 20% of inventory time**: Automated invoice reading, cost‑change alerts, and net‑change workflows reduce manual work. ## Strategic Focus - Accelerate product development and expand the AI‑enabled operating system. - Scale engineering and go‑to‑market teams to onboard more retailers nationwide. - Continue modernizing the $250B beverage‑alcohol retail industry, one of the last major specialty retail categories still reliant on legacy systems. ## Why Work Here - **Culture**: Mission‑driven (“challenge the status quo”), early‑stage energy, and a distributed, remote‑friendly environment. - **Work Policy**: Hybrid workspace – remote with a physical office in Denver. Some roles (e.g., POS Installation Technician) require on‑site presence. - **Engineering Stack**: Ruby, Kotlin, PostgreSQL, AWS – a modern tech stack with ownership across product and infrastructure. - **Team**: 35 people total, 18 in product/tech – high impact per employee, direct access to founders. - **Perks**: Not detailed in sources, but the company emphasizes “giving retailers time back” and hiring people who want to challenge the status quo. - **Open Roles** (as of mid‑2026): Technical Support – Tier 2, Senior Manager Support & Field Operations, Onboarding Specialist, and a Point‑of‑Sale Installation Technician. ## Sources 1. [scotchpos.com](https://scotchpos.com/) 2. [scotchpos.com/about](https://scotchpos.com/about/) 3. [builtin.com](https://builtin.com/company/scotch) 4. [linkedin.com](https://www.linkedin.com/company/scotch-inc) 5. [prnewswire.com](https://www.prnewswire.com/news-releases/scotch-raises-20m-series-a-to-modernize-liquor-stores-surpasses-1b-in-payment-volume-302790781.html) ## Other roles at Scotch - [Software Engineer](https://feeny.ai/job/software-engineer-scotch-remote-zyak0qqqqjzt) - [Senior Customer Onboarding Specialist](https://feeny.ai/job/senior-customer-onboarding-specialist-scotch-denver-5yyatgmnc3q7) — Denver, CO - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-connecticut-rhode-island-aawm7t1x21fg) — Connecticut / Rhode Island - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-st-louis-jbp6e53hm8yh) — St Louis, MO - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-indiana-kentucky-zz4szyxzv5mp) — Indiana / Kentucky - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-florida-6j7aa0q3wqdk) — Florida - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-oklahoma-arkansas-6ant4zsgyg1g) — Oklahoma / Arkansas - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-twin-cities-6v2kscxckbdn) — Twin Cities - [Product Designer](https://feeny.ai/job/product-designer-scotch-remote-55s9dr17e4hw) - [Product Manager](https://feeny.ai/job/product-manager-scotch-remote-d5th7v22z6h3)