Technical Support Engineer

Technical Support EngineerDo you have a passion for customers, technology, and problem-solving? Do you enjoy digging into data, troubleshooting complex issues, and figuring out what’s happening beneath the surface? Are you excited by the opportunity to work closely with Support, Product, and Engineering to solve problems for customers? Our Technical Support Engineer role may be a great fit for you if you enjoy technical troubleshooting, working with relational databases and application logs, and operating in a fast-paced environment that requires curiosity, quick learning, and strong problem-solving skills. This role includes a structured ramp into Technical Support. During your first 3–6 months, you’ll work as part of our frontline Support team, building deep knowledge of the Treez platform, our customers, and the issues they encounter every day. As you develop product expertise and demonstrate technical proficiency, you’ll transition into the support engineer function, taking ownership of more complex technical escalations and partnering closely with Product and Engineering. Once fully ramped, you’ll help bridge the gap between our Support and Engineering teams — investigating complex software and hardware issues, working with relational databases and APIs, identifying and documenting bugs, and helping improve how technical issues are diagnosed and resolved across the organization. This role reports to the Lead Technical Support Engineer and will play an important part in continuously improving the Treez support experience. What You’ll Do: During your first 3-6 months: Provide frontline customer support across phone, chat, and email, helping customers resolve day-to-day product and technical issuesTriage incoming support requests, gather relevant environment details, logs, and reproduction steps, and determine the appropriate path to resolutionTroubleshoot and resolve issues within your scope, escalating more complex technical issues to Support Specialists or Support Engineers when neededInvestigate and respond to high-priority customer issues with urgency and clear communicationHandle common technical and administrative requests, including API access, platform access, and established support proceduresDocument customer-reported bugs and feature requests using internal tracking systemsBuild a strong understanding of Treez products, customer workflows, integrations, hardware, and common troubleshooting pathsRegularly shadow and partner with the Lead Technical Support Engineer to develop the technical knowledge and skills needed to transition into Support Engineer role As you transition to Support Engineer: Troubleshoot complex technical issues, report bugs, and manage the feedback loop between Support, Product, QA, and EngineeringManage a queue of escalations, partnering with both internal Support teams and customersPartner with QA and Engineering to reproduce issues, identify root causes, and reduce resolution timesWrite custom SQL queries to investigate issues and provide ad hoc reportingTroubleshoot APIs, application logs, data discrepancies, and software and hardware issuesValidate dashboards, data accuracy, and overall product qualityProvision access to Treez platforms and help improve provisioning processes through documentation and automationIdentify recurring support issues and opportunities to improve tooling, documentation, and escalation processes What You’ll Need: 2+ years experience with a software technology companyStrong internal and client-facing communication skills2 + years of SQL Knowledge on relational databases. Comfortable with Windows functions, CTE Experience working with APIsWorking knowledge of formulas in Google Sheets and Microsoft ExcelProficiency using Git for version controlAbility to run, troubleshoot, and modify local scripts to support business processes and automationCollege degree or equivalent experience Bonus Points: Cannabis retail knowledgeJenkins; good to have knowledge on automated job pipelinesExperience using Google Apps Script to process spreadsheet results or for other purposes2+ years of project management or product owner experience Join the Treez Forest and You’ll Enjoy: Equity for all employeesFlexible vacationHealth and Dental InsuranceRemote-first work environmentPersonal and professional growth opportunities with a growing companyTransparent leadership A diverse culture of inclusion, innovation, improvement, and customer serviceMaking a significant difference in the cannabis industry About Treez: Treez is the leading enterprise cloud commerce platform that streamlines retail and supply chain operations within the cannabis market. Through its innovative technology for retailers and brands, the company provides a robust breadth and depth of software solutions required to operate a successful modern dispensary. Solutions include point-of-sale, eCommerce, loyalty and marketing, omnichannel sales capabilities and multiple cashless payment options all on a mission-critical platform that ensures regulatory compliance across every supply chain transaction. The extensible open API platform provides smooth integration into a variety of best-of-breed solutions giving retailers everything they need to grow their business. Treez continually strives to create a diverse and inclusive environment. Treez provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Treez Commitment to a Remote-First and Safe Workplace Treez is currently a remote-first workplace, meaning that nearly all work can be accomplished from home with occasional in-person meetings and travel. Treez reserves the right to revise its policies at any time.