Remote opportunity at
DutchieProduct Support Specialist
Dutchie is a technology platform founded in 2017 that supplies point-of-sale, e-commerce, payments, loyalty, and marketing tools to the cannabis industry. The company operates across more…
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About This Role
Dutchie is a technology platform founded in 2017 that supplies point-of-sale, e-commerce, payments, loyalty, and marketing tools to the cannabis industry. The company operates across more than 40 markets in the United States and Canada, helping dispensaries streamline operations. The organization is currently seeking a Product Support Specialist to join its remote team as a frontline platform expert. In this role, the incumbent will handle inbound contacts via email, phone,…
Job Description
Dutchie is a technology platform founded in 2017 that supplies point-of-sale, e-commerce, payments, loyalty, and marketing tools to the cannabis industry. The company operates across more than 40 markets in the United States and Canada, helping dispensaries streamline operations. The organization is currently seeking a Product Support Specialist to join its remote team as a frontline platform expert.
In this role, the incumbent will handle inbound contacts via email, phone, and live chat, troubleshooting technical issues concerning the entire Dutchie suite, hardware setups, payments, and compliance workflows. The position involves working closely with AI-assisted support tools and agentic platform modules as part of everyday tasks. Candidates must be comfortable navigating multiple software systems simultaneously and remaining calm during high-urgency situations. This position often serves as a career launchpad for future roles in engineering, operations, implementation, or analysis within the company.
The role operates on a seven-day schedule between 5:00 AM and 9:00 PST, requiring availability for evenings, weekends, and holidays. Work schedules are organized through a vacation bid process.
Responsibilities
- Manage inbound contacts through email, phone, and live chat regarding point of sale, ecommerce, payments, loyalty, hardware, and integrations
- Resolve intricate platform problems involving register transactions, receipt reconciliation, back office configurations, menu sync failures, and pricing errors
- Set up and troubleshoot hardware including registers, barcode scanners, printers, cash drawers, computers, and scales
- Triage Pay by Bank difficulties such as bank linking, funding delays, authorization errors, returns, and suspected fraud
- Assist with compliance and METRC workflows, package tags, manifest generation, and transfer processes
- Support inventory receiving, room management, package creation, audit workflows, catalog management, and label configuration
- Utilize AI-assisted support tooling and agentic platform modules daily for triaging, troubleshooting, and routing issues
- Document tickets completely with the reported issue, steps taken, outcome, and subsequent actions
- Escalate issues that lack meaningful progress after twenty minutes or require Tier 2 intervention
Requirements
- Minimum of 2 years of experience in a customer-facing support role, ideally supporting a SaaS platform
- Strong verbal and written communication skills to explain technical issues in plain language
- Ability to troubleshoot across multiple product surfaces simultaneously
- Strong documentation habits for maintaining actionable internal notes
- Professional composure when handling frustrated customers in urgent situations
- Familiarity working in web-based software, CRMs, and Google Workspace
- Interest and curiosity regarding AI tooling and rapidly evolving technology
- Flexibility to work evenings, weekends, and holidays as part of a 7-day operation
Qualifications
- Experience with point-of-sale systems, retail operations technology, or cannabis compliance
- Familiarity with Zendesk, Salesforce, Slack, and Zoom
- Background in the cannabis industry or dispensary operations
- Prior experience using the Dutchie platform
Core Skills
Benefits
- Hourly rate of 24.04 USD based on the intended level
- Medical benefits including dental and vision plans
- Stock options for all employees
- Technology allowance covering hardware, software, and reading materials
- Flexible vacation and sick days
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting specifies that the role is remote and full-time.
What is the salary for the Product Support Specialist role?
The hourly rate is stated as 24.04 USD based on the intended level.
What are the working hours for this role?
Hours of operation run from 5:00 AM to 9:00 PM PST, seven days a week, and availability for evenings, weekends, and holidays is required.
What experience is required to apply?
Candidates must have at least two years of experience in a customer-facing support role, preferably supporting a SaaS platform, along with strong documentation habits and comfort with AI tooling.
Sample Interview Questions
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