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About This JobDutchie 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.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.What You’ll DoCustomer interaction and resolutionHandle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrationsTroubleshoot complex platform issues: back office configuration, register transactions, receipt reconciliation, menu sync failures, discount and pricing issuesSupport hardware setup and troubleshooting across registers, printers, barcode scanners, cash drawers, scales, and computersDe-escalate high-urgency situations, dispensary customers are often mid-shift, and the stakes are realKnow when to escalate to a higher level or move to a call or Zoom rather than continuing to trade messagesPayments and complianceTriage Pay by Bank issues: bank linking, funding delays, authorization errors, returns, and suspected fraudSupport basic METRC and compliance workflows: package tags, manifest generation, transfer workflowsEscalate compliance-adjacent issues to Tier 2 with complete documentationInventory, products, and integrationsAssist with inventory receiving, package creation, inventory room management, and audit workflowsSupport catalog management, label configuration, and pricing updatesValidate integration setup, triage syncing issues, and process API key requestsAI tool usage and platform evolutionWork alongside AI-assisted support tooling as a daily part of how you triage, troubleshoot, and route issues — not as a workaround, but as the workflowSupport customers using Dutchie’s AI-native products and agentic platform modules that are actively expandingBring genuine curiosity: experiment with new tools as they roll out, flag gaps when you find them, and contribute to how the tooling improvesContribute to internal documentation when you resolve something that wasn’t written down. Every gap you close makes the whole team fasterDocumentation and escalationWrite complete ticket documentation on every contact: issue reported, steps taken, outcome, and next stepsApply the 20-minute rule: if meaningful progress toward resolution hasn’t been made, escalate with full contextApply correct classifications, tags, and macros before closing or escalatingWhat you Bring2+ years in a customer-facing support role, preferably supporting a SaaS platformStrong written and verbal communication skills, you can explain a technical issue in plain languageComfort troubleshooting across multiple product surfaces simultaneouslyStrong documentation habits: your internal notes are actionable without follow-upProfessional composure with frustrated customers in high-urgency situationsComfort working in web-based software, CRMs, and Google WorkspaceGenuine 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 fastFlexibility to work evenings, weekends, and holidays. This is a 7-day operation (5am–9pm PST)It’s a Bonus if You Have…Experience with POS systems, retail operations technology, or cannabis complianceFamiliarity with Zendesk, Salesforce, Slack, and ZoomBackground in the cannabis industry or dispensary operationsExperience with the Dutchie platformScheduleFull-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 getThe hourly rate is $24.04 based on the intended level.In addition to cash compensation, our total rewards package includes: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..) allowanceFlexible vacation and sick daysAt Dutchie, we’re committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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