Product Support Engineer

Job Description

Key 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

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

Benefits & Perks

• Full medical benefits including dental and vision plans
• Equity packages in the form of stock options to all employees
• Technology (hardware, software, reading materials, etc.) allowance
• Flexible vacation and sick days

Job Details