Product Support Specialist

Dutchie

5h • Remote

About The Position

Dutchie is seeking a Product Support Specialist to serve as a frontline expert supporting its full platform, including point of sale, ecommerce, payments, loyalty, marketing, hardware, and integrations. The specialist handles inbound customer contacts, troubleshoots technically complex issues, and helps dispensary staff resolve problems, often during busy shifts. The position involves working with AI-assisted support tools and Dutchie’s AI-native products and agentic platform modules, learning new tools as they roll out, identifying gaps, and helping improve internal documentation and workflows.

This is a full-time remote role. Dutchie operates seven days a week from 5 a.m. to 9 p.m. PST; availability for evenings, weekends, and holidays is required. Schedules are set through a vacation bid process. The hourly rate is $24.04 based on the intended level.

Requirements

• At least 2 years of experience in a customer-facing support role; SaaS platform support is preferred.
• Strong written and verbal communication skills, including the ability to explain technical issues in plain language.
• Comfort troubleshooting across multiple product surfaces simultaneously.
• Strong documentation habits, with internal notes that are actionable without follow-up.
• Professional composure when assisting frustrated customers in high-urgency situations.
• Comfort working with web-based software, CRMs, and Google Workspace.
• Genuine curiosity about AI tooling, willingness to explore and challenge the tools, and comfort with rapidly evolving technology.
• Availability to work evenings, weekends, and holidays; operations run seven days a week from 5 a.m. to 9 p.m. 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 by email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations.
• Troubleshoot platform issues involving back-office configuration, register transactions, receipt reconciliation, menu synchronization, discounts, and pricing.
• Set up and troubleshoot registers, printers, barcode scanners, cash drawers, scales, and computers.
• De-escalate urgent customer situations and determine when to escalate or move a discussion to a call or Zoom.
• Triage Pay by Bank issues, including bank linking, funding delays, authorization errors, returns, and suspected fraud.
• Support basic METRC and compliance workflows, including package tags, manifest generation, and 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 synchronization issues, and process API key requests.
• Use AI-assisted support tooling to triage, troubleshoot, and route issues, and support customers using Dutchie’s AI-native products and agentic platform modules.
• Experiment with new tools, flag gaps, and contribute to improvements in support tooling.
• Add internal documentation when resolving issues that are not already documented.
• Document every contact, including the reported issue, steps taken, outcome, and next steps.
• Escalate with full context if meaningful progress toward resolution has not been made within 20 minutes.
• Apply appropriate classifications, tags, and macros before closing or escalating tickets.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed