[![Image]() Meet Jobicy Copilot — free AI autofill for job applications + remote job alerts ›](#) [All remote jobs](https://jobicy.com/jobs.md)Open role[![Dutchie logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/02/305a6ae1871314b06b00082374e7ba74.jpeg)](https://jobicy.com/company/dutchie.md)Remote opportunity at[Dutchie](https://jobicy.com/company/dutchie.md) # Product Support Specialist Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/dutchie.md)Share13 Sep 2026Published50Listing views3Application actions13 Oct 2026Apply before Opportunity details ## About this role. AI SummaryDutchie is seeking a full-time remote Product Support Specialist to provide frontline technical support for its dispensary technology platform. The role handles inbound email, phone, and chat contacts across POS, ecommerce, payments, loyalty, hardware, integrations, inventory, and compliance-adjacent workflows. Success requires clear customer communication, calm troubleshooting during high-urgency retail situations, accurate ticket documentation, and timely escalation to Tier 2. The specialist will use AI-assisted support tools daily and help customers adopt Dutchie’s expanding AI-native platform capabilities. Evening, weekend, and holiday availability is required within a 5am–9pm PST, seven-day support operation. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position spans several interconnected product areas, physical hardware, payment troubleshooting, integrations, and regulated cannabis workflows. Its high-urgency, shift-critical support environment and 20-minute escalation expectation create a fast operational pace. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianMarket rate$24US market range$20–$300$33 AI insightThe disclosed pay is a fixed hourly rate of $24.04 USD, so the job median is $24.04 per hour. The estimated US market range for a product/technical support specialist with SaaS, POS, hardware, and payment troubleshooting responsibilities is approximately $20.00–$30.00 per hour; this is a market estimate, not a compensation range stated by Dutchie. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support](https://jobicy.com/jobs?search_keywords=Technical%20support.md)[SaaS support](https://jobicy.com/jobs?search_keywords=SaaS%20support.md)[Customer service](https://jobicy.com/jobs?search_keywords=Customer%20service.md)[POS systems](https://jobicy.com/jobs?search_keywords=POS%20systems.md)[Hardware troubleshooting](https://jobicy.com/jobs?search_keywords=Hardware%20troubleshooting.md)[Payments support](https://jobicy.com/jobs?search_keywords=Payments%20support.md)[Ticket documentation](https://jobicy.com/jobs?search_keywords=Ticket%20documentation.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[AI tools](https://jobicy.com/jobs?search_keywords=AI%20tools.md)[Cannabis compliance](https://jobicy.com/jobs?search_keywords=Cannabis%20compliance.md) Sample interview questionsHow would you handle a dispensary that cannot complete register transactions during a busy shift?I would first acknowledge the urgency, quickly collect the exact error, affected register, recent changes, and scope of impact, then begin targeted troubleshooting. I would communicate concise status updates and move to phone or Zoom if that would accelerate diagnosis. If meaningful progress is not made within the escalation window, I would escalate with complete notes, timestamps, troubleshooting steps, and business impact. Describe your process for troubleshooting a complex SaaS issue that may involve configuration, an integration, or user error. I start by defining the expected behavior, actual behavior, affected users, timing, and reproducibility. I review account configuration, recent changes, logs or error messages, integration status, and relevant documentation before testing the least disruptive corrective steps. I document findings clearly and escalate with evidence when the issue requires deeper technical investigation. How do you maintain quality while managing contacts through email, phone, and live chat at the same time? I prioritize contacts by urgency, customer impact, and whether an active retail operation is blocked. I use structured notes, tags, templates, and clear next steps so that no interaction loses context when I switch channels. I also set realistic expectations with customers and escalate promptly rather than allowing complex issues to stall. How would you respond to a frustrated customer who believes a payment delay is caused by the platform? I would stay calm, validate the operational impact, and avoid assigning blame before confirming the facts. I would gather the relevant transaction, bank-linking, authorization, and timing details, explain what I am checking in plain language, and provide the next action or escalation path. My goal is to give the customer confidence that their issue is owned and being actively progressed. What is your approach to working with AI-assisted support tools? I use AI as a way to accelerate triage, surface relevant knowledge, and improve consistency, while verifying outputs against the customer’s actual situation and product behavior. I would flag inaccurate suggestions, missing documentation, and recurring patterns so the tool and internal processes can improve. Customer trust, data accuracy, and sound technical judgment remain essential. 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, 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: your 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, 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 * Flexibility to work evenings, weekends, and holidays. This is a 7-day operation (5am–9pm PST) ### It’s a Bonus if You Have… * Experience with POS systems, retail operations technology, or cannabis compliance * Familiarity with Zendesk, Salesforce, Slack, and Zoom * Background in the cannabis industry or dispensary operations * Experience with the Dutchie platform ### Schedule Full-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. ### What you’ll get The hourly rate is $24.04 based on the intended level. In addition to cash compensation, our total rewards package includes: * Medical benefits including dental and vision plans to ensure you always have the best care. * Equity packages in the form of stock options to all employees. * Technology (hardware, software, reading materials, etc..) allowance * Flexible vacation and sick days At 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. 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