Product Support Specialist

Dutchie

5d•Remote

About The Position

Dutchie is seeking a Product Support Specialist to join their frontline expert team. This role involves handling inbound customer contacts for Dutchie's full stack of products, troubleshooting technically complex issues, navigating multiple systems, and supporting dispensary staff during busy shifts. The position is described as a potential launchpad for future career growth, with many former specialists moving into analyst, engineer, or operations roles. A key aspect of this role is working with and supporting AI-powered support products and agentic modules that are integrated into the platform and daily workflow. The ideal candidate will be genuinely curious about these AI tools, invested in learning them, and willing to provide feedback for improvement.

Requirements

2+ years in a customer-facing support role, preferably supporting a SaaS platform.
Strong written and verbal communication skills, with the ability to explain technical issues in plain language.
Comfort troubleshooting across multiple product surfaces simultaneously.
Strong documentation habits; internal notes should be 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, curiosity about how these tools work, willingness to push on them, and energy for rapidly evolving technology.
Flexibility to work evenings, weekends, and holidays, as the operation runs 7 days a week (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 including back office configuration, register transactions, receipt reconciliation, menu sync failures, and discount/pricing issues.
Support hardware setup and troubleshooting for registers, printers, barcode scanners, cash drawers, scales, and computers.
De-escalate high-urgency situations with professional composure.
Triage Pay by Bank issues such as bank linking, funding delays, authorization errors, returns, and suspected fraud.
Support basic METRC and compliance workflows including package tags, manifest generation, and transfer workflows.
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 the workflow for triaging, troubleshooting, and routing issues.
Support customers using Dutchie’s AI-native products and agentic platform modules.
Experiment with new tools as they roll out, flag gaps, and contribute to tooling improvements.
Contribute to internal documentation when resolving issues not yet documented.
Write complete ticket documentation for every contact, including issue reported, steps taken, outcome, and next steps.
Escalate issues with full context if meaningful progress toward resolution hasn't been made within 20 minutes.
Apply correct classifications, tags, and macros before closing or escalating tickets.