Product Support Engineer

Dutchie

9h • $56,000 - $74,000

About The Position

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 opportunity to deepen technical skills and product expertise.

Requirements

• 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.

Nice To Haves

• Excel formulas
• SQL competency
• Strong Dutchie product knowledge
• being self-taught in something (JavaScript, Ruby, Music Production, etc.)

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed