Dutchie - Product Support Specialist
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) • 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 • 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… • 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
Responsibilities
• 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 in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT