Product Support Specialist

About the role

Dutchie is on a mission to make cannabis accessible — and we do that by building the technology that powers dispensaries end-to-end: point of sale, ecommerce, payments, loyalty, and marketing. Our Support team sits at the center of that mission. When something isn't working for a dispensary, we're the ones who make it right; fast, sharp, and calm.

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.This role is also a real career launchpad. The analysts, engineers, implementation strategists, and operations specialists across Dutchie's customer org came up from roles like this one. We hire people who want to grow, and we build the path to do it.

One more thing worth being direct about: Dutchie is actively building AI into how cannabis retail operates. We utilize AI-powered support products, and we're rolling out agentic modules across the platform that change how dispensaries interact with their technology. AI isn't a tool we use on the side, it's woven into the product you'll be supporting and the workflow you'll operate in every day. We're looking for someone genuinely curious about these tools, invested in learning them, and willing to push on them when they fall short. If you've been waiting for a support role where the technology is actually interesting, this is it.

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)

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

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:

• Full 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