Product Support Specialist
Core
Frontline expert owning inbound contacts for Dutchie's full stack of products (POS, ecommerce, payments, loyalty, hardware, integrations) to troubleshoot complex issues and support dispensary staff.
Role type
Senior IC Product Support Specialist
Builds
Dutchie's all-in-one cannabis retail technology platform (POS, E-commerce, Payments, Loyalty & Marketing)
Domain
Cannabis retail technology / SaaS
Deliverable
client delivery
Required skills
Troubleshooting complex platform issues, Hardware setup and troubleshooting, Payments triage and compliance workflows, Inventory and catalog management, API integration support, AI tool usage and experimentation, Technical documentation, De-escalation of high-urgency situations
Preferred skills
Experience with POS systems, Retail operations technology, Cannabis compliance, Zendesk, Salesforce, Slack, Zoom, Cannabis industry background
Technologies
Dutchie Platform, AI-powered support tools, Agentic modules, METRC, Google Workspace
Responsibilities
Handle inbound contacts via email, phone, and live chat; Troubleshoot back office configuration, register transactions, and menu sync failures; Support hardware setup for registers, printers, and scanners; Triage Pay by Bank issues and support basic METRC compliance workflows; Assist with inventory receiving and audit workflows; Work alongside AI-assisted support tooling daily; Write complete ticket documentation and apply escalation rules
Seniority
Mid-level, hands-on IC