Flowhub

• Proactively identify high-potential emerging accounts showing signs of growth • Build relationships with dispensary owners and operators in your portfolio • Drive product adoption across Flowhub products • Graduate accounts to a dedicated CSM when ready • Respond to customers for increased engagement • Serve as the escalation point for complex customer issues • De-escalate frustrated customers with empathy and speed • Provide proactive CSM coverage for key accounts • Partner with Product Support to build escalation playbooks • Be the customer's voice internally, surfacing patterns and product gaps.

• Troubleshoot technical issues across Flowhub Maui, Flowhub Pay, and hardware integrations (printers, scanners, POS terminals, drivers, networks) • Support customers across macOS, Windows, and iOS setups, ensuring their full environment runs smoothly • 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 understand • 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

• Define and drive the technical direction for large, complex projects within a specific domain or product area, ensuring execution significantly improves key metrics, reliability, and performance. • Own critical systems and processes within the team's domain, providing architectural oversight for the team and mitigating technical risks to allow them to confidently rely on your guidance. • Systematically raise the engineering bar by proactively identifying and resolving complexity and flaws in architecture, processes, and technology within the team's codebase. • Lead through collaboration and mentorship, actively mentoring and coaching mid-level engineers, driving the adoption of best practices and high-leverage technologies within the team.

• Own the stability and reliability of all environments, including production, by implementing and supporting SRE practices across the organization. • Lead the execution and maintenance of our Observability stack, developing and maintaining comprehensive monitoring, alerting, and logging capabilities. • Manage and tune core database systems (OLAP, OLTP) to ensure high availability and reliability as application and business needs evolve. • Lead performance testing and engineering efforts for key services, conducting load tests and identifying bottlenecks to maintain system scalability. • Maintain and optimize our CDN/Edge infrastructure, ensuring optimal performance and security feature configuration. • Provide critical cross-support for core infrastructure, assisting with automation, cluster maintenance, disaster recovery, and CI/CD troubleshooting. • Develop internal tooling and platform capabilities to accelerate engineering productivity. • Mentor and guide junior engineers and developers to ensure application and infrastructure needs are tightly aligned.

• Define and drive the long-term technical strategy that significantly improves key metrics, platform scale, reliability, and extensibility across multiple engineering teams. • Own critical, cross-team systems and processes, providing high-level architectural oversight that mitigates future risks and allows other teams to confidently rely on your guidance. • Systematically raise the engineering bar and fix systemic weaknesses by proactively identifying and resolving flaws in architecture, processes, and technology across the organization. • Lead through collaboration, mentoring senior engineers and driving the adoption of high-leverage technologies and methodologies across collaborating teams to improve combined productivity.

• Migrate, clean, and transform customer data (products, inventory, customers, sales history) from competitor POS systems into Flowhub's platform. • Write and maintain Python scripts to automate recurring data migration tasks, reducing manual effort and error rates over time. • Partner with Onboarding Managers to understand each customer's data landscape, timeline, and unique configuration needs. • Investigate and resolve data discrepancies — diagnosing root causes in source exports, mapping fields across systems, and validating accuracy before go-live. • Manage a dynamic queue of concurrent customer migrations, prioritizing based on go-live dates and communicating status clearly to internal stakeholders. • Develop familiarity with competitor POS systems (Dutchie, Treez, BioTrack, etc.) and their data export formats. • Document workflows, migration playbooks, and SOPs to support the scaling of our onboarding operation. • Collaborate with Engineering and Product to flag systemic data issues, suggest import tool improvements, and advocate for the onboarding experience.