Product Support Specialist

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. About This Job 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. What You’ll Do 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, di