Product Support Specialist

Dutchie

8h•Remote

About The Position

Dutchie is seeking a Product Support Specialist to join their frontline expert team. This role involves handling inbound customer contacts across Dutchie's full stack of products, troubleshooting technically complex issues, navigating multiple systems, and supporting dispensary staff during busy shifts. The role is described as a career launchpad, with opportunities to grow into other customer-facing roles within the company. Dutchie is actively integrating AI into its platform and support operations, and is looking for candidates who are curious about and invested in learning these AI tools. The Product Support Specialist will work daily with AI-assisted support tooling and support customers using Dutchie's AI-native products.

Requirements

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)

Nice To Haves

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

Responsibilities

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 with professional composure
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
Support customers using Dutchie’s AI-native products and agentic platform modules
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
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