Product Support Specialist

About Dutchie

About the role

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

• 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

• 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

• 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

• 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)

Bonus points if you have

• 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
• Experience with the Dutchie platform

Schedule

What you'll get

• 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