Product Support Engineer

🔥 1 hour ago

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Dutchie

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

Dutchie is a leading cannabis technology platform in North America, offering a comprehensive suite of solutions for cannabis dispensaries. The company provides tools like dispensary point of sale (POS) systems, e-commerce solutions, marketing and loyalty programs, payments integration, delivery management, and inventory management. Dutchie's platform is designed to enhance the cannabis shopping experience through features like SEO capabilities, personalized marketing, modernized e-commerce, and robust compliance tools to meet intense regulatory needs. With integrations to over 100 tech partners, Dutchie supports seamless operations for retailers, cultivators, and brands of any size, processing over $22 billion in annual transaction volume and facilitating 1 million daily transactions. Dutchie is committed to innovation, data privacy, and empowering cannabis businesses with reliable, user-friendly, and scalable technology.

📋 Description

• Manage escalations from frontline Support and play a critical role in resolving complex technical issues while reducing the load on Engineering. • Provide solutions directly to customers when possible. • Serve as a strong Voice of the Customer for Product and Engineering when escalation is needed.

🎯 Requirements

• 2+ years of technical support experience in a SaaS environment • Experience with APIs, JSON, SQL, TCP/IP • Strong written and verbal communication skills with the ability to explain technical concepts clearly • Technical writing experience creating documentation, tutorials, or troubleshooting resources • Experience working with Jira or a similar issue-tracking system • A customer-focused mindset with a track record of solving problems and leaving systems better than you found them • A collaborative, can-do attitude and a team-first approach to problem solving • Comfort working in fast-paced environments and managing multiple priorities • Nice to have skills are Excel formulas, SQL, and being self-taught in something (JavaScript, Ruby, Music Production, etc.)

🏖️ Benefits

• 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