{"id":3991221,"url":"https://alion.io/job/dutchie-product-support-specialist-2","title":"Product Support Specialist","company":{"id":5761,"name":"Dutchie","domain":"dutchie.com","url":"https://alion.io/company/dutchie","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"PST","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":24,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":48000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"Google Workspace","optional":false},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-11-09T21:59:10Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T23:29:04Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Dutchie\nFounded in 2017, Dutchie is an all-in-one technology platform powering the cannabis industry with Point of Sale, E-commerce, Payments, and Loyalty & Marketing. Through our technology, we’re helping cannabis businesses start, operate, and grow with confidence.\nWith software that simplifies their operations, our customers can focus on what matters most-bringing the benefits of cannabis safely to consumers.\nDutchie 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.\nDutchie 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.\nAbout This Job\nDutchie 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.\nThe 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.\nOne 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.\nWhat You’ll Do\nCustomer interaction and resolution\nHandle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations\nTroubleshoot complex platform issues: back office configuration, register transactions, receipt reconciliation, menu sync failures, discount and pricing issues\nSupport hardware setup and troubleshooting across registers, printers, barcode scanners, cash drawers, scales, and computers\nDe-escalate high-urgency situations, dispensary customers are often mid-shift, and the stakes are real\nKnow when to escalate to a higher level or move to a call or Zoom rather than continuing to trade messages\nPayments and compliance\nTriage Pay by Bank issues: bank linking, funding delays, authorization errors, returns, and suspected fraud\nSupport basic METRC and compliance workflows: package tags, manifest generation, transfer workflows\nEscalate compliance-adjacent issues to Tier 2 with complete documentation\nInventory, products, and integrations\nAssist with inventory receiving, package creation, inventory room management, and audit workflows\nSupport catalog management, label configuration, and pricing updates\nValidate integration setup, triage syncing issues, and process API key requests\nAI tool usage and platform evolution\nWork 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\nSupport customers using Dutchie’s AI-native products and agentic platform modules that are actively expanding\nBring genuine curiosity: experiment with new tools as they roll out, flag gaps when you find them, and contribute to how the tooling improves\nContribute to internal documentation when you resolve something that wasn’t written down. Every gap you close makes the whole team faster\nDocumentation and escalation\nWrite complete ticket documentation on every contact: issue reported, steps taken, outcome, and next steps\nApply the 20-minute rule: if meaningful progress toward resolution hasn’t been made, escalate with full context\nApply correct classifications, tags, and macros before closing or escalating\nWhat you Bring\n2+ years in a customer-facing support role, preferably supporting a SaaS platform\nStrong written and verbal communication skills, you can explain a technical issue in plain language\nComfort troubleshooting across multiple product surfaces simultaneously\nStrong documentation habits: your internal notes are actionable without follow-up\nProfessional composure with frustrated customers in high-urgency situations\nComfort working in web-based software, CRMs, and Google Workspace\nGenuine appetite for AI tooling, you’re curious about how these tools work, willing to push on them, and energized rather than anxious when the technology around you is evolving fast\nFlexibility to work evenings, weekends, and holidays. This is a 7-day operation (5am-9pm PST)\nIt’s a Bonus if You Have…\nExperience with POS systems, retail operations technology, or cannabis compliance\nFamiliarity with Zendesk, Salesforce, Slack, and Zoom\nBackground in the cannabis industry or dispensary operations\nExperience with the Dutchie platform\nSchedule\nFull-time, remote. Hours of operation are 5am-9pm PST, 7 days a week. Availability for evenings, weekends, and holidays is required - schedules are set through a vacation bid process that gives you structure and predictability while keeping the team covered.\nWhat you’ll get\nThe hourly rate is $24.04 based on the intended level.\nIn addition to cash compensation, our total rewards package includes:\nMedical benefits including dental and vision plans to ensure you always have the best care.\nEquity packages in the form of stock options to all employees.\nTechnology (hardware, software, reading materials, etc..) allowance\nFlexible vacation and sick days\nAt Dutchie, we’re committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Dutchie believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.","description_format":"text","description_chars":7198,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["POS Systems","Cannabis & CBD"],"lifecycle":[{"event":"open","at":"2026-11-09T23:29:04Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":43,"reasons":["conf:2","win:early"],"computed_at":"2026-11-10T02:01:04Z"},"pay":{"stated_usd_annual":48000,"is_top_pay":false},"html_url":"https://alion.io/job/dutchie-product-support-specialist-2","json_url":"https://alion.io/job/dutchie-product-support-specialist-2.json","meta":{"generated_at":"2026-11-10T02:01:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4718,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5761},"rest":"https://alion.io/mcp/rest/get_company?id=5761"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdutchie-product-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdutchie-product-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdutchie-product-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dutchie-product-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdutchie-product-support-specialist-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3991221}},{"tool":"search_jobs","arguments":{"company":"dutchie.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3991221},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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