Product Support Engineer

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

The Product Support team manages escalations from frontline Support and plays a critical role in resolving complex technical issues while reducing the load on Engineering. This team provides solutions directly to customers when possible and serves as a strong Voice of the Customer for Product and Engineering when escalation is needed.

This role is an entry point into the PSE career path and offers significant opportunities to deepen technical skills and product expertise.

What You'll Do…

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

Nice to have skills are Excel formulas, SQL, and being self-taught in something (JavaScript, Ruby, Music Production, etc.) 

It’s a Bonus if You…

Have SQL competency

Have strong Dutchie product knowledge

You’ll Get…

We are targeting a starting salary of $56,000 - $74,000 based on the intended level for this role.

In addition to cash compensation, our total rewards package includes:

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

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.