Product Support Specialist

The role

The Product Support Specialist handles inbound contacts via email, phone, and live chat for the Dutchie platform. You will troubleshoot technical issues across POS, ecommerce, payments, and hardware while using AI-assisted support tools.

What you will do

• Handle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations
• Troubleshoot complex platform issues including back office configuration, register transactions, and menu sync failures
• Support hardware setup and troubleshooting for registers, printers, scanners, cash drawers, scales, and computers
• De-escalate high-urgency situations with dispensary customers
• Triage Pay by Bank issues including bank linking, funding delays, and suspected fraud
• Support basic METRC and compliance workflows
• Assist with inventory receiving, package creation, and audit workflows
• Support catalog management, label configuration, and pricing updates
• Work alongside AI-assisted support tooling to triage, troubleshoot, and route issues
• Write complete ticket documentation on every contact

Required qualifications

• 2+ years in a customer-facing support role
• Strong written and verbal communication skills
• Comfort troubleshooting across multiple product surfaces simultaneously
• Strong documentation habits
• Professional composure with frustrated customers in high-urgency situations
• Comfort working in web-based software, CRMs, and Google Workspace
• Genuine appetite for AI tooling
• Flexibility to work evenings, weekends, and holidays

Nice to have

• Experience with POS systems, retail operations technology, or cannabis compliance
• Familiarity with Zendesk, Salesforce, Slack, and Zoom
• Background in the cannabis industry or dispensary operations
• Experience with the Dutchie platform

Benefits

• Medical benefits including dental and vision plans
• Equity packages in the form of stock options
• Technology allowance
• Flexible vacation and sick days

About the company

Dutchie is an all-in-one technology platform powering the cannabis industry with Point of Sale, E-commerce, Payments, and Loyalty & Marketing. It is the leading technology company in the cannabis space.