Technical Customer Support Advocate

Procurify

6d • Remote

About The Position

We’re looking for a tech-forward, process-oriented Technical Customer Support Advocate to help us scale our support operations through AI and advanced configurations. We are looking for a curious, "builder-minded" individual who doesn't just solve problems but optimizes the systems that prevent them. As a Level 2 Advocate, you won't just support the product—you will be a primary architect of our self-serve ecosystem and a specialist in complex customer configurations.

Requirements

• Experience: You bring 2 to 3+ years experience in a technical, customer-facing SaaS role. We have a strong preference for candidates with a background in Technical Account Management or Implementation, specifically within a high-growth startup environment.
• Ticketing and Workflow: You have experience with modern ticketing platforms like Zendesk, Intercom, or similar ecosystems and understand how to leverage them to manage high-volume technical inquiries effectively.
• The Builder Mindset: You possess a builder mindset and thrive in fast-paced settings. You do not just follow processes; you identify gaps and leverage automation to scale efficiency. You are comfortable being scrappy when needed, finding creative workarounds to solve problems without requiring a rigid roadmap.
• Technical Problem Solving: You are an expert at diagnosing web and mobile application issues and are highly proficient in using Jira to track and resolve bugs.
• Systems and Integrations: You possess hands-on expertise in data migration, API setups, and SSO configurations.
• AI and Innovation: You have a genuine passion for AI and prompt engineering. You understand how well-structured technical content optimizes LLM-driven support systems to deflect issues and empower users.
• Strategic Communication: You can distill complex API challenges or intricate workflows into simple, actionable language for both technical and non-technical stakeholders.

Nice To Haves

• Industry Knowledge: Prior experience with QuickBooks Online, NetSuite, or Microsoft ERPs is highly valued. Understanding Fintech ecosystems including KYC, fraud prevention, or platforms like AirWallex or Stripe is a significant asset.

Responsibilities

• Technical Problem Solving: You will manage and resolve complex inbound technical tickets via email and live chat. While most interactions are written, you will lead occasional video calls to troubleshoot high-priority issues and provide an expert, effortless user experience.
• Product Advocacy and Insights: You will serve as the essential bridge between customer friction and long-term product solutions. By identifying, reproducing, and documenting bugs for the Engineering team, you will ensure technical issues are resolved at the root. You will also act as a primary voice of the customer, gathering feedback from daily interactions to help shape and influence the product roadmap.
• AI and Knowledge Engineering: You will write and maintain high-quality internal and external documentation, including FAQs and how-to guides. You will leverage AI tools to optimize these resources, ensuring our AI Agents can effectively ingest and utilize data to assist both internal teams and external users.
• Workflow Automation: You will use a variety of AI tools in creative ways to automate, optimize, and expedite support workflows and internal processes.
• Customer Configurations: You will act as the technical lead for complex account setups, including: Provisioning: Defining user roles and permissions while managing SSO setups. Data and Integrations: Connecting the platform to existing tech stacks, managing API integrations, and executing sandbox account duplications. Workflow Tailoring: Customizing the platform to match specific client needs via custom fields, pipelines, and dashboards.

Benefits

• Flexible working: We’re a remote-first organization with flexible working hours. Work anywhere from within Canada!
• Responsible time off: We trust our team to take the time they need to rest and recharge while staying accountable to their commitments.
• Extended health benefits: We prioritize our team’s health and well-being. We offer a competitive health, vision, and dental package along with an Employee Assistance Program (EAP), and a health and wellness spending account.
• Community initiatives: We have a strong commitment to giving back to our communities, including regular volunteer days, our Donate Your Day program, and education lunch and learns.
• Stock options: Everyone has a chance to own a part of Procurify with our competitive stock program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees