Product Support Specialist

About the role

Dutchie is on a mission to make cannabis accessible - and we do that 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. When something isn't working for a dispensary, we're the ones who make it right; fast, sharp, and calm. The Product Support Specialist is our frontline expert across the full Dutchie platform. You'll own inbound contacts for our full stack of products, troubleshoot technically complex issues, navigate multiple systems, and be the person dispensary staff rely on when things get hard in the middle of a busy shift. Many of the analysts, engineers, implementation strategists, operations specialists, and more started in this exact position or very similar, meaning this can be a launchpad for future career growth. One more thing worth being direct about: Dutchie is actively building AI into how cannabis retail operates. We utilize AI-powered support products, and we're rolling out agentic modules across the platform that change how dispensaries interact with their technology. AI isn't a tool we use on the side, it's woven into the product you'll be supporting and the workflow you'll operate in every day. We're looking for someone genuinely curious about these tools, invested in learning them, and willing to push on them when they fall short. If you've been waiting for a support role where the technology is actually interesting, this is it.

Responsibilities

• Customer interaction and resolution
• Handle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations
• Troubleshoot complex platform issues: back office configuration, register transactions, receipt reconciliation, menu sync failures, discount and pricing issues
• Support hardware setup and troubleshooting across registers, printers, barcode scanners, cash drawers, scales, and computers
• De-escalate high-urgency situations, dispensary customers are often mid-shift, and the stakes are real
• Know when to escalate to a higher level or move to a call or Zoom rather than continuing to trade messages
• Payments and compliance
• Triage Pay by Bank issues: bank linking, funding delays, authorization errors, returns, and suspected fraud
• Support basic METRC and compliance workflows: package tags, manifest generation, transfer workflows
• Escalate compliance-adjacent issues to Tier 2 with complete documentation
• Inventory, products, and integrations
• Assist with inventory receiving, package creation, inventory room management, and audit workflows
• Support catalog management, label configuration, and pricing updates
• Validate integration setup, triage syncing issues, and process API key requests
• AI tool usage and platform evolution
• Work alongside AI-assisted support tooling as a daily part of how you triage, troubleshoot, and route issues - not as a workaround, but as the workflow
• Support customers using Dutchie's AI-native products and agentic platform modules that are actively expanding
• Bring genuine curiosity: experiment with new tools as they roll out, flag gaps when you find them, and contribute to how the tooling improves
• Contribute to internal documentation when you resolve something that wasn't written down. Every gap you close makes the whole team faster
• Documentation and escalation
• Write complete ticket documentation on every contact: issue reported, steps taken, outcome, and next steps
• Apply the 20-minute rule: if meaningful progress toward resolution hasn't been made, escalate with full context
• Apply correct classifications, tags, and macros before closing or escalating
• What you Bring
• 2+ years in a customer-facing support role, preferably supporting a SaaS platform
• Strong written and verbal communication skills, you can explain a technical issue in plain language
• Comfort troubleshooting across multiple product surfaces simultaneously
• Strong documentation habits: y

Additional Information

About Dutchie Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie aims to further support the positive societal change the cannabis industry brings to the world through wellness benefits, social justice, and empowering local communities through tax revenue. Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, Dutchie is the leading technology company in the cannabis space and was named in Fast Company's 10 Most Innovative Companies in North America and listed two years in a row on LinkedIn's Top 50 Startups. Dutchie has raised over $600M in funding to date, backed by D1 Capital Partners, Tiger Global, Dragoneer, DFJ Growth, Thrive Capital, Howard Schultz, Snoop Dogg's Casa Verde Capital, Gron Ventures, members of the founding team at DoorDash, Kevin Durant's Thirty Five Ventures, and other notable angel investors.

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