[Hiring] Product Support Specialist @Dutchie

Role Description

Dutchie is on a mission to make cannabis accessible by building the technology that powers dispensaries end-to-end: point of sale, ecommerce, payments, loyalty, and marketing. Our Support team sits at the center of that mission. The Product Support Specialist is our frontline expert across the full Dutchie platform.

• Own inbound contacts for our full stack of products.
• Troubleshoot technically complex issues.
• Navigate multiple systems.
• Be the person dispensary staff rely on during busy shifts.
• Opportunity for future career growth.
• Engage with AI-powered support products and agentic modules.
• Be genuinely curious about AI tools and willing to learn.

Qualifications

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

Requirements

• Handle inbound contacts via email, phone, and live chat across various platforms.
• Troubleshoot complex platform issues.
• Support hardware setup and troubleshooting.
• Triage Pay by Bank issues.
• Support basic METRC and compliance workflows.
• Assist with inventory receiving and management.
• Support catalog management and pricing updates.
• Work alongside AI-assisted support tooling.
• Write complete ticket documentation on every contact.
• Apply the 20-minute rule for escalation.

Benefits

• Hourly rate of $24.04 based on the intended level.
• Medical benefits including dental and vision plans.
• Equity packages in the form of stock options.
• Technology allowance for hardware, software, and reading materials.
• Flexible vacation and sick days.

Company Description

Dutchie is an all-in-one technology platform powering the cannabis industry with:

• Point of Sale
• E-commerce
• Payments
• Loyalty & Marketing

Founded in 2017, Dutchie is the leading technology company in the cannabis space, powering thousands of dispensaries across 40+ markets in the U.S. and Canada.