Support Engineer

At Flowhub, we’re on a mission to make legal cannabis accessible to everyone. Founded in 2015, Flowhub pioneered the first Metrc API integration to help dispensaries stay compliant. Today, over 1,000 dispensaries trust Flowhub’s point of sale, inventory management, business intelligence, and mobile solutions to process $3B+ cannabis sales annually.

We’re looking for a Support Engineer to join our team and deliver exceptional customer and technical support while leveraging expertise in SQL, APIs, software, and monitoring tools. In this high-impact role, you’ll work closely with customers, product support, and engineering teams to troubleshoot application issues, resolve complex technical problems, and help dispensaries operate more effectively every day.

You’ll take ownership of escalated support cases, collaborate cross-functionally to escalate and resolve issues, and contribute to the continuous improvement of support processes. This is a hands-on, customer-facing position for someone who enjoys problem-solving, translating technical concepts for a wide audience, and making a direct impact.

The Role

You will:

• Deliver timely and effective support to customers and partners via phone, email, and chat.

• Troubleshoot and resolve issues related to applications, software, and technical inquiries.

• Analyze databases using SQL to uncover and resolve data issues.

• Support and resolve problems related to APIs and integration functionality.

• Monitor systems, applications, and infrastructure to proactively identify and resolve issues.

• Maintain clear documentation of customer interactions and technical investigations.

• Escalate and collaborate on complex problems with the engineering team.

• Share knowledge and contribute to training initiatives and support documentation.

The Skillset

You have:

• 3+ years in customer and application support roles.

• 1–2 years of hands-on experience with SQL and strong database querying proficiency.

• Proven experience working with APIs, including integration and troubleshooting.

• Familiarity with monitoring tools and practices to ensure system stability.

• Excellent problem-solving and analytical skills.

• Strong communication skills and the ability to clearly explain technical topics to non-technical audiences.

• Ability to work independently in a fast-paced, team-oriented environment.

• Certification or training in relevant technical areas is a plus.

Bonus Points:

• Experience with SaaS tools or applications related to cannabis or regulated industries.

• Familiarity with internal debugging tools, browser developer tools, and logs.

• Knowledge of scripting languages like Python or JavaScript.

• Understanding of Git source control and software release cycles.

Your First 90 Days

In 30 Days, You’ll:

• Complete onboarding and get familiar with our user interface, support tools, and customer base.

• Shadow support cases and internal workflows to learn systems, resources and tools.

• Begin triaging tickets and resolving lower-tier support engineering requests.

In 60 Days, You’ll:

• Independently handle a full range of support cases and own customer communication.

• Collaborate directly with engineering on escalated technical issues.

• Identify areas of documentation or process improvement and make recommendations.

In 90 Days, You’ll:

• Take ownership of a technical domain or product feature area.

• Contribute to monitoring or automation that improves support workflows.

• Identify recurring issues and associate them with corresponding software versions.

• Help define best practices for technical troubleshooting and customer success.

This role is open to anyone within the United States, except candidates in CA, NY, OR, and WA, with compensation that aligns with your location. Starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is eligible for a competitive benefits package that includes medical, dental, vision, life & disability insurance, 401(k) retirement plan, paid holidays, unlimited paid time off, and other benefits.

Salary Range: $70,000 - $80,000 base salary + Equity