Product Support Specialist

About This Opportunity

We are representing a leading cannabis technology company that powers dispensary operations across North America. Our client provides a comprehensive platform that includes point of sale, ecommerce, payments, loyalty, and marketing tools for cannabis retailers.

As a Product Support Specialist, you'll serve as a frontline expert across the full technology stack, supporting dispensary teams when they need help most. This role sits at the intersection of customer service, technical troubleshooting, and emerging AI-powered tools. Many team members have launched their careers from this position into analyst, engineering, implementation, and operations roles.

This is a remote, full-time position based in the USA with coverage requirements across evenings, weekends, and holidays (5am–9pm PST, 7 days a week). Schedules are managed through a vacation bid process for predictability and structure.

Responsibilities

You will handle inbound support contacts across multiple channels and products:

• Respond to customer inquiries via email, phone, and live chat for POS, ecommerce, payments, loyalty, hardware, and integrations
• Troubleshoot complex platform issues including back office configuration, register transactions, receipt reconciliation, menu sync failures, and pricing discrepancies
• Support hardware setup and troubleshooting for registers, printers, barcode scanners, cash drawers, scales, and computers
• Triage payment processing issues including bank linking, funding delays, authorization errors, returns, and fraud concerns
• Assist with inventory receiving, package creation, inventory management, catalog updates, and label configuration
• Support basic compliance workflows including package tags, manifest generation, and transfer processes
• De-escalate high-urgency situations with calm professionalism, recognizing that dispensary staff are often mid-shift when issues arise
• Work alongside AI-assisted support tooling as part of daily triage, troubleshooting, and routing workflows
• Support customers using AI-native products and agentic platform modules
• Document every contact thoroughly: issue reported, steps taken, outcome, and next steps
• Apply the 20-minute rule: escalate with full context when meaningful progress hasn't been made
• Contribute to internal documentation to close knowledge gaps and improve team efficiency

What We're Looking For

Required qualifications:

• 2+ years in a customer-facing support role, preferably supporting a SaaS platform
• Strong written and verbal communication skills with the ability to explain technical issues in plain language
• Comfort troubleshooting across multiple product surfaces simultaneously
• Strong documentation habits with actionable internal notes
• Professional composure when working with frustrated customers in high-urgency situations
• Comfort working in web-based software, CRMs, and productivity tools
• Genuine appetite for AI tooling and curiosity about how these tools work and evolve
• Flexibility to work evenings, weekends, and holidays as part of a 7-day operation

Bonus qualifications:

• Experience with POS systems, retail operations technology, or cannabis compliance
• Familiarity with support platforms like Zendesk or Salesforce
• Background in the cannabis industry or dispensary operations

How We Work With You

Our talent team at Get A Job.ai partners with leading companies to connect them with exceptional candidates. When you apply through our platform, a recruiter will review your background and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communication should flow through Get A Job.ai to ensure the best experience for everyone involved.

Pay

Pay via Get A Job.ai: $24.04 per hour

Our client also offers a comprehensive benefits package including medical, dental, and vision coverage, equity in the form of stock options, technology allowance, and flexible vacation and sick days.

Equal Employment Opportunity: Get A Job.ai is committed to providing equal employment opportunities to all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.