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

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.)
Display of positivity, patience, and professionalism at all times.
Quick learner who can rapidly grasp new platforms and understand new industries.
Team-oriented, but also capable of thriving as an individual contributor.

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

APIsJSONSQLTCP/IPtechnical writingbug reportingtroubleshootingdata analysisprocess improvementdocumentation

Soft Skills

written communicationverbal communicationcustomer-focused mindsetcollaborative attitudeproblem solvingpositivitypatienceprofessionalismquick learnerteam-oriented