Product Support Specialist

Job Summary

Working remotely in a full-time capacity, the Product Support Specialist will manage inbound customer contacts, troubleshoot complex technical issues across the Dutchie platform, and support dispensary staff during high-pressure situations.

Key responsibilities

• Handle inbound contacts via email, phone, and live chat, addressing issues related to POS, ecommerce, payments, and hardware
• Troubleshoot and resolve complex platform issues, ensuring timely support for dispensary operations
• Utilize AI-assisted tools for issue triage and contribute to internal documentation to enhance team efficiency

Required qualifications

• 2+ years in a customer-facing support role, preferably with a SaaS platform
• Strong documentation habits and the ability to communicate technical issues in plain language
• Experience troubleshooting across multiple product surfaces simultaneously
• Genuine interest in AI tooling and adaptability to evolving technology
• Flexibility to work evenings, weekends, and holidays as needed