Technical Product Support Specialist

About Flowhub

Flowhub builds the software that powers the most complex retail operations in America. We started in cannabis because it's the hardest version of the problem — every state has its own regulatory environment, products are tracked seed-to-sale, and a single compliance error can cost a retailer their license. We didn’t shy away from that.

Today, over 1,000 retailers trust Flowhub to run, grow, and scale their businesses — from point-of-sale and payments to ecommerce, marketing, inventory, analytics, and an open API.

We’re not a cannabis company that writes software. We’re a technology company solving the operational and compliance challenges that define regulated retail — and we’re just getting started.

This is not a “clock in, clock out” environment. Flowhub is a team of high performers who take ownership, move fast, and hold each other to a standard most companies only talk about. If you want to coast, this isn’t the place. If you want to do the best work of your career alongside people who raise your game every day — keep reading.

The Role

We’re hiring a Technical Product Support Specialist who genuinely enjoys solving puzzles, tinkering with technology, and helping people in real time. This isn’t your typical support role. It’s where IT helpdesk, product expertise, and customer experience all come together.

You’ll go deep on Flowhub Maui and the broader Flowhub ecosystem, learning how our software connects with POS hardware, printers, scanners, drivers, networks, and operating systems. When dispensaries reach out, it’s because something isn’t working. When their system is down, their business is impacted. You’ll be the person who steps in, figures out what’s actually going on, and gets them back up and running quickly while building real trust along the way.

What You'll Do

Troubleshoot across product, hardware, and integrations

• Troubleshoot technical issues across Flowhub Maui, Flowhub Pay, and hardware integrations (printers, scanners, POS terminals, drivers, networks), with a focus on identifying root cause — not just applying quick fixes

• Support customers across macOS, Windows, and iOS setups, ensuring their full environment runs smoothly

• Diagnose issues that span multiple layers (software, hardware, configuration), not just isolated tools

Engage customers and drive fast resolution

• Jump into problems head-on via chat, phone, video, and screen-share — choosing the fastest, most effective path to resolution

• Translate technical issues into simple, clear explanations customers can actually follow

• Build trust by being both technically sharp and genuinely helpful

Strengthen the product and support system

• Distinguish between true software defects and setup/configuration issues, and escalate with clear, actionable context

• Write clear, practical documentation and continuously improve our knowledge base to make future resolutions faster

• Collaborate with Product and Engineering to surface patterns, share insights, and drive improvements across the platform

How You’ll Be Measured

• Time to resolution and ability to minimize customer downtime

• Customer satisfaction and trust

• Accuracy in diagnosing issues and escalating true product defects

• Contribution to documentation and knowledge base improvements

• Ability to operate with efficiency, typically averaging ~2.5 cases per hour based on inbound demand and case complexity

• Ability to independently solve complex, multi-layered technical issues

What You Bring

• 2.5+ years in a dispensary operations, technical support, IT support, or similar hands-on troubleshooting role

• Experience working across hardware and software environments (POS systems, peripherals, operating systems)

• Comfort supporting macOS, Windows, and iOS environments

• Strong problem-solving skills and ability to diagnose issues across systems, not just one tool

• Clear communication skills — you can explain technical concepts in simple, human terms

• You are curious, resourceful, and enjoy figuring things out without a script

• You take ownership and follow through until issues are fully resolved

• Ability to stay calm and focused in high-impact, time-sensitive situations

Nice to Have

• Experience with POS systems, retail technology, or payments

• Experience in the cannabis industry

• Familiarity with networking basics (IP addresses, routers, connectivity troubleshooting)

• Experience in SaaS or high-growth environments

• Experience writing or improving technical documentation

Compensation & Benefits

Hourly rate: $26-$28 + equity

We offer a competitive benefits package including medical, dental, vision, life & disability insurance, 401(k), paid holidays, unlimited PTO, and more.

Flowhub is an equal opportunity employer. We don't discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected characteristic. Need accommodations during the application or interview process? Reach out at [email protected].