Product Support Specialist

About Dutchie

Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie aims to further support the positive societal change the cannabis industry brings to the world through wellness benefits, social justice, and empowering local communities through tax revenue. Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, Dutchie is the leading technology company in the cannabis space and was named in Fast Company’s 10 Most Innovative Companies in North America and listed two years in a row on LinkedIn’s Top 50 Startups.

About the role

The Product Support Specialist is our frontline expert across the full Dutchie platform. You'll own inbound contacts for our full stack of products, troubleshoot technically complex issues, navigate multiple systems, and be the person dispensary staff rely on when things get hard in the middle of a busy shift. Many of the analysts, engineers, implementation strategists, operations specialists, and more started in this exact position or very similar, meaning this can be a launchpad for future career growth.

What you’ll do

• Customer interaction and resolution
• Handle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations
• Troubleshoot complex platform issues: back office configuration, register transactions, receipt reconciliation, menu sync failures, discount and pricing issues
• Support hardware setup and troubleshooting across registers, printers, barcode scanners, cash drawers, scales, and computers
• De-escalate high-urgency situations, dispensary customers are often mid-shift, and the stakes are real
• Know when to escalate to a higher level or move to a call or Zoom rather than continuing to trade messages
• Payments and compliance
• Triage Pay by Bank issues: bank linking, funding delays, authorization errors, returns, and suspected fraud
• Support basic METRC and compliance workflows: package tags, manifest generation, transfer workflows
• Escalate compliance-adjacent issues to Tier 2 with complete documentation
• Inventory, products, and integrations
• Assist with inventory receiving, package creation, inventory room management, and audit workflows
• Support catalog management, label configuration, and pricing updates
• Validate integration setup, triage syncing issues, and process API key requests
• AI tool usage and platform evolution
• Work alongside AI-assisted support tooling as a daily part of how you triage, troubleshoot, and route issues — not as a workaround, but as the workflow
• Support customers using Dutchie’s AI-native products and agentic platform modules that are actively expanding
• Bring genuine curiosity: experiment with new tools as they roll out, flag gaps when you find them, and contribute to how the tooling improves
• Contribute to internal documentation when you resolve something that wasn’t written down. Every gap you close makes the whole team faster
• Documentation and escalation
• Write complete ticket documentation on every contact: issue reported, steps taken, outcome, and next steps
• Apply the 20-minute rule: if meaningful progress toward resolution hasn’t been made, escalate with full context
• Apply correct classifications, tags, and macros before closing or escalating

What you Bring

• 2+ years in a customer-facing support role, preferably supporting a SaaS platform
• Strong written and verbal communication skills, you can explain a technical issue in plain language
• Comfort troubleshooting across multiple product surfaces simultaneously
• Strong documentation habits: your internal notes are actionable without follow-up
• Professional composure with frustrated customers in high-urgency situations
• Comfort working in web-based software, CRMs, and Google Workspace
• Genuine appetite for AI tooling, you’re curious about how these tools work, willing to push on them, and energized rather than anxious when the technology around you is evolving fast
• Flexibility to work evenings, weekends, and holidays. This is a 7-day operation (5am–9pm PST)

Schedule

Full-time, remote. Hours of operation are 5am–9pm PST, 7 days a week. Availability for evenings, weekends, and holidays is required - schedules are set through a vacation bid process that gives you structure and predictability while keeping the team covered.

What you’ll get

• The hourly rate is $24.04 based on the intended level.
• In addition to cash compensation, our total rewards package includes:
• Medical benefits including dental and vision plans to ensure you always have the best care.
• Equity packages in the form of stock options to all employees.
• Technology (hardware, software, reading materials, etc..) allowance
• Flexible vacation and sick days

Company Commitment

We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Dutchie believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.