Product Support Specialist (AI)

Location: Remote, United States. Full-time availability is required across a 7-day operation from 5am–9pm PST, including evenings, weekends, and holidays.

Salary: $24.04 per hour.

Company

hirify.global is a cannabis technology platform providing point of sale, ecommerce, payments, loyalty, and marketing products for dispensaries across the United States and Canada.

What you will do

• Handle inbound customer contacts by email, phone, and live chat across hirify.global's POS, ecommerce, payments, loyalty, hardware, and integrations.
• Troubleshoot platform issues involving configuration, register transactions, reconciliation, menus, discounts, pricing, hardware, and integrations.
• Triage Pay by Bank issues, including bank linking, funding delays, authorization errors, returns, and suspected fraud.
• Support METRC and compliance workflows, inventory receiving, package creation, catalog management, labels, pricing, and audit processes.
• Use AI-assisted support tools and support AI-native and agentic platform modules while identifying tooling gaps and contributing to internal documentation.
• Document every contact, apply classifications and macros, and escalate unresolved issues with complete context after the 20-minute rule.

Requirements

• 2+ years of experience in a customer-facing support role, preferably supporting a SaaS platform.
• Strong written and verbal communication skills, including the ability to explain technical issues in plain language.
• Ability to troubleshoot across multiple product surfaces and work comfortably with web-based software, CRMs, and Google Workspace.
• Strong documentation habits, with internal notes that are actionable without follow-up.
• Professional composure when handling frustrated customers in high-urgency situations.
• Genuine curiosity about AI tooling, willingness to test and challenge evolving tools, and comfort adapting to rapid technology changes.
• Availability for evenings, weekends, and holidays is required.

Nice to have

• Experience with POS systems, retail operations technology, or cannabis compliance.
• Familiarity with Zendesk, Salesforce, Slack, and Zoom.
• Experience in the cannabis industry or dispensary operations.
• Experience with the hirify.global platform.

Culture & Benefits

• Remote full-time work with schedules set through a vacation bid process for structure and coverage.
• Medical, dental, and vision benefits.
• Stock options for all employees.
• Technology allowance covering hardware, software, and reading materials.
• Flexible vacation and sick days.