Product Support Specialist

Dutchie

Product Support Specialist providing inbound support for Dutchie's technology platform including troubleshooting complex issues and assisting dispensary staff. Engages with AI tools to enhance customer interactions.

Posted 6/22/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $24 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingback office configurationreceipt reconciliationmenu syncinventory managementAPI integrationcompliance workflowscatalog managementticket documentationde-escalation

Soft Skills

communicationdocumentationprofessional composurecuriosityflexibilityproblem-solvingcustomer serviceteam collaborationadaptabilitytime management