Product Support Engineer, Tier 3
dutchie • Remote
Posted Apr 14, 2022
Summary
About DutchieFounded 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 The Role
A highly technical support team that can handle anything our customer base can throw at us. This role will sit on top of the frontline Support team which fields all inbound issues. Anything the front line team cannot solve will be escalated to the PSE team. If the PSE team is unable to provide a solution, they will escalate it up to Engineering and manage the ticket process for the duration. The PSE team is also integral in helping create documentation and support materials for new features and new product launches. PSE's are also active participants in production issue management, triage and customer communications as well as interfacing with 3rd party systems when issues arise.
What You'll Do...
- Learn the Dutchie product suite
- Troubleshoot issues with the platform, state traceability systems, 3rd party integrators and various other external parties
- Provide basic and targeted training as needed for customers and internal teams
- Represent the customer voice and the support team in managing production issues
- Assist in internal and customer documentation creation for new features/products
- Identify tools for new and existing products that will assist the teams in providing support
- Assist in providing feedback to Product and Engineering with issue trends, platform workflow optimizations and other relevant data
What You Bring...
- 3+ years in a technical support role
- Experience with APIs, JSON, SQL, TCP/IP
- Passion for solving technical issues
- Technical writing experience (documentation, tutorials, other materials)
- Experience with JIRA or equivalent tool
- Track record of moving fast within a team environment
- Ability to collaborate within a team and with other teams to solve technical issues and identify opportunities to gain efficiency in processes
It's a bonus if you...
- Experience with a scripting or programming language
- Cannabis industry experience
- Cannabis compliance/traceability
#LI-EM1
You'll Get...
- Competitive Salary
- Equity
- 401(k)
- Full Benefits - Medical, Dental, and Vision Insurance
- Flexible vacation and sick days
- Technology (hardware, software, reading materials, etc..) allowance
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.
Company BenefitsBenefits for this job may vary
Career Advancement
Dental, Medical, & Vision Benefits
Flexible Time Off / Unlimited Vacation
Inclusive Environment
Paid Time Off
Life Insurance
Lunch & Learns
Paid Parental Leave
Relaxed / Casual Dress Code
Short-Term & Long-Term Disability
Work From Home / Remote