Product Support Specialist
Core
Frontline expert owning inbound contacts for Dutchie's full stack of products (POS, ecommerce, payments, loyalty, hardware) to troubleshoot technically complex issues for dispensaries.
Role type
Senior IC Product Support Specialist (SaaS)
Builds
End-to-end cannabis retail technology platform
Domain
Cannabis retail technology / SaaS
Deliverable
client delivery
Required skills
Troubleshooting complex platform issues, hardware setup and troubleshooting, payments triage, compliance workflow support, inventory management, API integration validation, AI tool usage, technical documentation, de-escalation
Preferred skills
POS systems experience, retail operations technology, cannabis compliance knowledge, Zendesk/Salesforce/Slack/Zoom familiarity, cannabis industry background
Technologies
Dutchie platform, AI-powered support tools, agentic modules, POS systems, METRC, Google Workspace
Responsibilities
Handle inbound contacts via email, phone, and live chat; troubleshoot complex platform issues including back office configuration and transaction reconciliation; support hardware setup and troubleshooting; triage Pay by Bank issues and compliance workflows; assist with inventory and catalog management; work alongside AI-assisted support tooling; write complete ticket documentation and escalate issues per the 20-minute rule
Seniority
Mid-level, hands-on IC