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Dutchie

Product Support Specialist

Dutchie

. Handle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations .

Posted 11/9/2026full-timeRemote • United StatesJuniorMid-Level💰 $24 per hourWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting complex platform issues and providing customer support across various channels, including email, phone, and live chat. Proficient in using AI-assisted tools and maintaining strong documentation practices while managing high-urgency customer situations.

Highest-signal resume keywords
Customer-Facing Support ExperienceTroubleshooting Across Multiple Product SurfacesStrong Written And Verbal Communication SkillsExperience With POS SystemsFamiliarity With Zendesk And Salesforce

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
TroubleshootingDocumentationInventory ManagementCatalog ManagementAPI Key RequestsCompliance WorkflowsReceipt ReconciliationMenu SyncDiscount And Pricing IssuesTriage Pay By Bank Issues
Soft Skills
Professional ComposureStrong CommunicationFlexibilityCuriosity About AI Tooling
Tools & Technologies
Google WorkspaceZendeskSalesforceSlackZoom
Industry Keywords
SaaS PlatformRetail Operations TechnologyCannabis ComplianceDutchie PlatformHigh-Urgency Situations

About the role

Key responsibilities & impact
  • Handle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations
  • Troubleshoot complex platform issues including 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 customer situations
  • Escalate issues to higher support levels or move interactions to calls or Zoom when appropriate
  • Triage Pay by Bank issues including bank linking, funding delays, authorization errors, returns, and suspected fraud
  • Support basic METRC and compliance workflows including package tags, manifest generation, and transfer workflows
  • Escalate compliance-adjacent issues to Tier 2 with complete documentation
  • 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
  • Use AI-assisted support tooling to triage, troubleshoot, and route issues
  • Support customers using Dutchie’s AI-native products and agentic platform modules
  • Experiment with new tools, flag gaps, and contribute to tooling improvements
  • Contribute to internal documentation
  • Write complete ticket documentation for every contact
  • Apply the 20-minute escalation rule
  • Apply correct classifications, tags, and macros before closing or escalating

Requirements

What you’ll need
  • 2+ years in a customer-facing support role, preferably supporting a SaaS platform
  • Strong written and verbal communication skills; ability to explain technical issues in plain language
  • Comfort troubleshooting across multiple product surfaces simultaneously
  • Strong documentation habits; internal notes are actionable without follow-up
  • Professional composure with frustrated customers in high-urgency situations
  • Comfort working in web-based software, CRMs, and Google Workspace
  • Genuine appetite for AI tooling; curiosity about how these tools work and willingness to push on them
  • Flexibility to work evenings, weekends, and holidays
  • Availability for a 7-day operation from 5am–9pm PST
  • Experience with POS systems, retail operations technology, or cannabis compliance is a bonus
  • Familiarity with Zendesk, Salesforce, Slack, and Zoom is a bonus
  • Background in the cannabis industry or dispensary operations is a bonus
  • Experience with the Dutchie platform is a bonus

Benefits

Comp & perks
  • Medical benefits including dental and vision plans
  • Equity packages in the form of stock options to all employees
  • Technology (hardware, software, reading materials, etc..) allowance
  • Flexible vacation and sick days