Technical Support Specialist Los Angeles, CA

Help dispensary teams get more from Blackleaf with clear answers, practical troubleshooting, and dependable follow-through. As a Technical Support Specialist, you'll resolve software issues, guide customers through everyday workflows, and turn customer feedback into a better product experience.

Blackleaf helps cannabis dispensaries streamline text marketing and customer management. Its platform brings customer audiences, SMS and MMS campaigns, automated follow-ups, and shared-inbox conversations into one workspace.

We're looking for a Technical Support Specialist who enjoys solving problems and making technology easier to use. You'll help customers navigate Blackleaf, investigate unexpected behavior, and keep them informed from the first question through resolution. This role combines customer communication, hands-on troubleshooting, and close collaboration with product and engineering teams.

• Manage incoming support requests, clarify customer needs, and prioritize issues based on their impact.
• Troubleshoot account access, contact imports, audience setup, campaign workflows, shared-inbox functionality, and supported integration issues.
• Investigate reported messaging problems by gathering examples, reviewing available status information, and distinguishing configuration issues from potential product defects.
• Reproduce bugs and provide clear escalation notes, including steps to reproduce, expected behavior, actual results, and relevant supporting details.
• Guide customers through platform setup and everyday workflows using straightforward, approachable explanations.
• Maintain accurate case notes, communicate next steps, and follow up until issues are resolved or appropriately handed off.
• Create and improve help articles, troubleshooting guides, and reusable support responses.
• Share recurring issues and customer feedback with product and engineering teams to improve usability and reliability.
• Handle customer information carefully and follow established access and data-handling procedures.

• Experience in technical support, software customer support, or a comparable customer-facing troubleshooting role.
• Strong written communication, active listening, and thoughtful follow-through.
• Comfort working with spreadsheets, CSV imports, customer records, and basic data validation.
• Ability to manage multiple support cases while keeping records and customer updates organized.
• Sound judgment about when to continue troubleshooting and when to elevate an issue.

• Supporting SaaS products, marketing automation platforms, CRM tools, or retail software.
• Familiarity with SMS and MMS workflows, consent records, and opt-out handling.
• Experience investigating integrations, data synchronization, or API-related issues.
• Familiarity with dispensary operations or cannabis technology.