Dutchie · 5 hours ago
Product Support Engineer
United States
Full-time
Remote
Entry Level
$56K/yr - $74K/yr
2+ years expDutchie is a technology platform powering dispensary operations and providing consumers with access to cannabis. The Product Support Engineer will manage escalations from frontline Support, resolve complex technical issues, and serve as a Voice of the Customer for Product and Engineering.
CannabisConsumerPoint of SaleSoftware
Responsibilities
Become a subject matter expert in the Dutchie platform, including POS, Ecommerce, Payments, and related integrations
Triage and manage Jira issues related to bugs, billing, data requests, dashboards, traceability, discounts, taxes, and third-party integrations within defined SLOs
Write clear, actionable bug reports that outline issues, reproduction steps, and impact, escalating to Product and Engineering as needed
Maintain and contribute to product documentation, troubleshooting guides, and best practices
Partner closely with the PSE team to share knowledge, troubleshoot issues, and improve team effectiveness
Identify trends in technical issues and bugs, providing consistent visibility and insights to stakeholders
Manage a backlog of Jira tickets and collaborate with Product and Engineering to ensure timely resolution
Participate in projects that improve processes, tooling, and support efficiency across the organization
Join incidents as the Support point of contact and Voice of the Customer
Participate in an on-call rotation covering evenings, weekends, and holidays
Qualification
Required
2+ years of technical support experience in a SaaS environment
Experience with APIs, JSON, SQL, TCP/IP
Strong written and verbal communication skills with the ability to explain technical concepts clearly
Technical writing experience creating documentation, tutorials, or troubleshooting resources
Experience working with Jira or a similar issue-tracking system
A customer-focused mindset with a track record of solving problems and leaving systems better than you found them
A collaborative, can-do attitude and a team-first approach to problem solving
Comfort working in fast-paced environments and managing multiple priorities
Display of positivity, patience, and professionalism at all times
Quick learner who can rapidly grasp new platforms and understand new industries
Team-oriented, but also capable of thriving as an individual contributor
Preferred
Nice to have skills are Excel formulas, SQL, and being self-taught in something (JavaScript, Ruby, Music Production, etc.)
SQL competency
Strong Dutchie product knowledge
Benefits
Full 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
Company
Dutchie
Dutchie provides an all-in-one technology platform that powers dispensary operations.
201-500 employees
H1B Sponsorship
Dutchie has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
Funding
Current Stage
Late StageTotal Funding
$603MKey Investors
D1 Capital PartnersTiger Global ManagementThrive Capital
2021-10-14Series D· $350M
2021-03-16Series C· $200M
2020-08-18Series B· $35M
Leadership Team
Tim Barash
Chairman & Chief Executive Officer
Yuliya Orlova
SVP, Customer Experience and Operations
Recent News
New Cannabis Ventures
2025-11-11
Company data provided by crunchbase