Technical Customer Support Advocate

Procurify

6d•Remote

About The Position

Procurify is seeking a curious, "builder-minded" individual for a Level 2 Technical Customer Support Advocate role. This position involves optimizing systems to prevent issues, architecting the self-serve ecosystem, and specializing in complex customer configurations. The role focuses on technical problem-solving, product advocacy, AI and knowledge engineering, workflow automation, and handling complex customer configurations including provisioning, data and integrations, and workflow tailoring.

Requirements

2 to 3+ years of experience in a technical, customer-facing SaaS role.
Experience with modern ticketing platforms like Zendesk, Intercom, or similar ecosystems.
Ability to leverage ticketing platforms to manage high-volume technical inquiries effectively.
Possess a builder mindset and thrive in fast-paced settings.
Ability to identify gaps and leverage automation to scale efficiency.
Comfortable being scrappy and finding creative workarounds.
Expertise in diagnosing web and mobile application issues.
Proficiency in using Jira to track and resolve bugs.
Hands-on expertise in data migration, API setups, and SSO configurations.
Genuine passion for AI and prompt engineering.
Understanding of how well-structured technical content optimizes LLM-driven support systems.
Ability to distill complex API challenges or intricate workflows into simple, actionable language for both technical and non-technical stakeholders.

Nice To Haves

Background in Technical Account Management or Implementation within a high-growth startup environment.
Prior experience with QuickBooks Online, NetSuite, or Microsoft ERPs.
Understanding of Fintech ecosystems including KYC, fraud prevention, or platforms like AirWallex or Stripe.

Responsibilities

Manage and resolve complex inbound technical tickets via email and live chat.
Lead occasional video calls to troubleshoot high-priority issues and provide an expert, effortless user experience.
Identify, reproduce, and document bugs for the Engineering team.
Gather feedback from daily interactions to help shape and influence the product roadmap.
Write and maintain high-quality internal and external documentation, including FAQs and how-to guides.
Leverage AI tools to optimize documentation resources for AI Agents.
Use AI tools to automate, optimize, and expedite support workflows and internal processes.
Act as the technical lead for complex account setups, including provisioning (user roles, permissions, SSO), data and integrations (connecting platform to tech stacks, API integrations, sandbox account duplications), and workflow tailoring (custom fields, pipelines, dashboards).