Dutchie

Support Engineer

• Become a subject matter expert in the Dutchie platform, including POS, Ecommerce, Payments, and related integrations
• Triage and manage Jira issues related to bugs, billing, data requests, dashboards, traceability, discounts, taxes, and third-party integrations within defined SLOs
• Write clear, actionable bug reports that outline issues, reproduction steps, and impact, escalating to Product and Engineering as needed
• Maintain and contribute to product documentation, troubleshooting guides, and best practices
• Partner closely with the PSE team to share knowledge, troubleshoot issues, and improve team effectiveness
• Identify trends in technical issues and bugs, providing consistent visibility and insights to stakeholders
• Manage a backlog of Jira tickets and collaborate with Product and Engineering to ensure timely resolution
• Participate in projects that improve processes, tooling, and support efficiency across the organization
• Join incidents as the Support point of contact and Voice of the Customer
• Participate in an on-call rotation covering evenings, weekends, and holidays

Product Support Engineer

Customer Success Manager

• Support Account Managers by partnering closely to align on account strategy, renewals, and growth opportunities, while Account Managers retain account ownership.
• Manage and resolve assigned tickets related to customer sentiment, churn risk, and account health—not technical support issues.
• Proactively monitor accounts to identify risks and implement mitigation strategies to drive retention and customer success.
• Act as a technical resource, able to source information, solution answers, and guide customers through best practices and product capabilities.
• Coordinate with Product, Support, Sales, and Implementation teams to ensure customer needs are addressed and no client goes unanswered.
• Contribute to process improvements and team initiatives to enhance the customer experience for the SMB & Mid Market segment.
• Meet or exceed key performance indicators (KPIs) related to churn risk management, account health, and retention.

Ecommerce

• Development of Dutchie's ecommerce platforms using React, TypeScript, Apollo GraphQL, and Styled Components to deliver best-in-class online ordering experiences for cannabis retailers and consumers
• Partner directly with Product and Design teams to design, develop, and ship new customer-facing features on our ecommerce roadmap, from discovery through deployment and iteration
• Optimize application performance, accessibility, and cross-browser compatibility to ensure fast, and seamless experiences for diverse user bases on web and mobile platforms
• Stay current with modern frontend technologies and best practices in the React ecosystem to help push Dutchie’s technology forward, continuously improving code quality, developer experience, and customer outcomes

Senior Software Engineer, Ecommerce Clients

Revenue Operations

• Lead a team to own and optimize the end-to-end revenue operations framework across all customer facing teams
• Manage, mentor, and develop a high-performing RevOps team
• Set clear goals, prioritize initiatives, and ensure timely delivery of key projects
• Foster a culture of accountability, continuous improvement, and operational excellence
• Partner with Sales, Marketing, and Customer Success leadership to identify growth opportunities and operational gaps, lead execution of resolving those gaps with an iterative approach
• Translate revenue strategy into scalable processes, workflows, and operating rhythms
• Lead and ensure accuracy of revenue forecasting, pipeline management, and performance reporting, developing and maintaining dashboards and KPIs to drive data-informed decisions and improvements
• Analyze funnel conversion, deal velocity, retention, and expansion metrics to improve revenue outcomes
• Drive system enhancements, integrations, and automation to improve efficiency and data quality
• Establish and enforce data governance, hygiene, and documentation standards
• Lead cross-functional initiatives such as territory planning, quota setting, capacity modeling, and compensation support
• Align GTM teams around shared metrics, definitions, and operational best practices

Product Support Engineer

Customer Success Manager

Senior Software Engineer, Ecommerce Clients

Senior Manager, Revenue Operations