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Green Bits Benchmark Report: Data on Customer Preferences by State to Grow Your Business

Product Support Engineer

$105k – $140k AngelList Est.
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The Opportunity

GreenBits is the leading provider of retail Point of Sale solutions to the legal cannabis industry. This exciting market is rapidly growing, and GreenBits is growing with it. Our product covers everything from the register to inventory management to integration with state tracking systems. Our expertise in helping our retail customers stay compliant with state rules is what sets cannabis retail apart from all other types of retail, and what sets GreenBits apart from the competition.

We are looking for a great Product Support engineer. Our Product Support Team works with the customer support, engineering, and product teams to perform root cause/failure analysis, enable customer support to resolve common customer issues, and propose long term solutions to address our platforms most complex issues.

Responsibilities

As a fast-moving startup, we value people who can take on whatever comes their way, figure it out, and get it done. But these are the typical responsibilities:

  • Support escalated technical issues in existing product offerings
  • Provide expertise and troubleshooting to unscheduled events as requested
  • Perform and disseminate root cause/failure analysis
  • Own and refine institutional learning through hosting of post-mortems
  • Clearly document actions during and after resolution to make repeatable how-to documentation
  • Training of administrative tool stack, allowing Tier 1 support to resolve common customer issues
  • Propose long term solutions to the product team for platform improvements
  • Create technical documentation to empower customer support
  • Maintain many to one reporting for accurate scoping and prioritization of bugs
  • Interface successfully with other teams including engineering, product, and customer support

Qualifications

Just as we don’t have fixed responsibilities, we do not stand on rigid qualifications. As guidance, people with this kind of background tend to do well:

  • Minimum of 2 years hands-on experience troubleshooting complex system/software issues, performing root cause analysis, and correcting issues
  • Basic understanding of CSS, HTML, Javascript (reading the developer console), and SQL
  • Experience using DataDog and BugSnag to research issues
  • Experience writing clear technical documentation
  • Ability to prioritize tasks and respond with a sense of urgency
  • Basic understanding of API functionality and troubleshooting
  • Ability to work independently and as part of a team
  • Basic knowledge of troubleshooting different file formats and software (csv, xlsx, Microsoft Excel, Google Sheets)
  • Excellent time management skills

Nice to haves:

  • Experience troubleshooting inventory in Leaf Data Systems and Metrc
  • Knowledge of the cannabis industry and common inventory workflows
  • Strong technical knowledge of GreenBits
Location
Portland • Oregon
Job type
Full-time
Visa sponsorship
Not Available

Green Bits at a glance

Green Bits Benchmark Report: Data on Customer Preferences by State to Grow Your Business

Green Bits focuses on SaaS, Small and Medium Businesses, Retail Technology, Software, and Point of Sale. Their company has offices in Portland and San Jose. They have a mid-size team that's between 51-200 employees. To date, Green Bits has raised $41M of funding; their latest round was closed on April 2020.

You can view their website at http://www.greenbits.com or find them on Twitter, Facebook, LinkedIn, and Product Hunt.

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