Product Support Specialist

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Dutchie

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🛍️ eCommerce

☁️ SaaS

🛒 Retail

eCommerce • SaaS • Retail

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

• 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 • 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 • 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 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 • 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

🎯 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)

🏖️ 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