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Product Support Engineer at Dutchie, Remote (United States)

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 a significant opportunity to deepen technical skills and product expertise.

What You’ll Do…

• Become a subject matter expert in the Dutchie platform, including POS, E-commerce, 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

What You Bring…

• 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.)
• 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.

It’s a Bonus if You…

• SQL competency
• 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.