Technical Support Specialist

Join the Team Behind the Technology Powering Cannabis Retail!

Are you passionate about solving technical problems and delivering exceptional customer support? We're looking for a Product Support Specialist II to join our fully remote team and help cannabis dispensaries across the U.S. get the most out of the Alleaves POS platform.

💰 Salary: $50,000–$55,000

📍 Remote | Full-Time

Position Summary

The Product Support Specialist II provides advanced product and technical support for the Alleaves POS platform. This role serves as the primary escalation point for client issues that cannot be resolved through frontline support by troubleshooting software, hardware, workflows, and system configurations. Complex software defects and Engineering-related issues are escalated to Tier 3 Technical Support.

Essential Duties & Responsibilities

• Provide live client support via 3CX, Zendesk, email, and remote support sessions.
• Troubleshoot advanced Alleaves POS software, configuration, workflow, inventory, reporting, and state compliance issues.
• Install, configure, and support Alleaves-approved Windows applications and POS software.
• Configure and troubleshoot supported POS hardware, including receipt printers, barcode scanners, label printers, cash drawers, scales, and other approved peripherals.
• Assist clients with workstation setup, software installation, hardware replacement, and supported application configuration.
• Support clients with inventory, reporting, delivery, loyalty, eCommerce, user permissions, Cost of Goods (COGS), and third-party integrations.
• Document client interactions, troubleshooting steps, and resolutions within Zendesk.
• Create and maintain internal knowledge base articles and technical documentation.
• Serve as a technical resource for clients and internal staff by providing product guidance and troubleshooting assistance.
• Escalate software defects and complex technical issues to Tier 3 with complete documentation.

Required Qualifications

• 2 years of software, point-of-sale (POS), or technical support experience.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience supporting Windows-based applications and POS hardware.
• Excellent verbal and written communication skills.
• Experience using a ticket management platform (Zendesk preferred).
• Ability to manage multiple priorities while delivering exceptional client service.

Preferred Qualifications

• Experience supporting cannabis retail software and point-of-sale (POS) systems.
• Familiarity with Metrc and state compliance systems.
• Experience using Zendesk.
• Experience with Splashtop SOS and Splashtop Business.
• Working knowledge of Windows 10/11, including installation of approved applications and printer drivers.
• Experience configuring and troubleshooting POS hardware and peripherals.
• Experience with Google Workspace, Slack, and Monday.com.

About Alleaves

Alleaves is a cannabis retail technology company providing an all-in-one platform for licensed dispensaries across the United States. Our software combines point of sale, inventory management, delivery, eCommerce, loyalty, and compliance into a single solution, helping retailers operate efficiently while meeting complex state regulatory requirements. As the cannabis industry continues to evolve, we're committed to building innovative technology and delivering exceptional customer experiences.

Company Website: www.alleaves.com