Product Support Specialist

About the Company

Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie is the leading technology company in the cannabis space, providing point of sale, ecommerce, payments, loyalty, and marketing solutions.

Responsibilities

• Handle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations
• Troubleshoot complex platform issues including back office configuration, register transactions, and menu sync failures
• Support hardware setup and troubleshooting for registers, printers, scanners, and scales
• Triage payment issues including bank linking, funding delays, and authorization errors
• Support basic METRC and compliance workflows such as package tags and manifest generation
• Assist with inventory receiving, catalog management, and integration validation
• Utilize AI-assisted support tooling for triaging, troubleshooting, and routing issues
• Maintain complete ticket documentation and follow escalation protocols

Requirements

• 2+ years in a customer-facing support role, preferably supporting a SaaS platform
• Strong written and verbal communication skills
• Ability to troubleshoot across multiple product surfaces simultaneously
• Strong documentation habits
• Professional composure in high-urgency situations
• Proficiency with web-based software, CRMs, and Google Workspace
• Genuine interest and curiosity regarding AI tooling
• Flexibility to work evenings, weekends, and holidays (5am–9pm PST operation)

Preferred Qualifications

• Experience with POS systems, retail operations technology, or cannabis compliance
• Familiarity with Zendesk, Salesforce, Slack, and Zoom
• Background in the cannabis industry or dispensary operations
• Previous experience with the Dutchie platform

Benefits

• Medical benefits including dental and vision plans
• Equity packages in the form of stock options
• Technology allowance for hardware, software, and reading materials
• Flexible vacation and sick days