[Hiring] Technical Customer Support Advocate @Procurify

Role Description

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.

• Technical Problem Solving:
  • Manage and resolve complex inbound technical tickets via email and live chat.
  • Lead occasional video calls to troubleshoot high-priority issues.
  • Provide an expert, effortless user experience.
• Product Advocacy and Insights:
  • Serve as the essential bridge between customer friction and long-term product solutions.
  • Identify, reproduce, and document bugs for the Engineering team.
  • Act as a primary voice of the customer, gathering feedback to help shape the product roadmap.
• AI and Knowledge Engineering:
  • Write and maintain high-quality internal and external documentation, including FAQs and how-to guides.
  • Leverage AI tools to optimize these resources.
• Workflow Automation:
  • Use a variety of AI tools to automate, optimize, and expedite support workflows and internal processes.
• Customer Configurations:
  • Provisioning: Define user roles and permissions while managing SSO setups.
  • Data and Integrations: Connect the platform to existing tech stacks, manage API integrations, and execute sandbox account duplications.
  • Workflow Tailoring: Customize the platform to match specific client needs via custom fields, pipelines, and dashboards.

Qualifications

• 2 to 3+ years experience in a technical, customer-facing SaaS role.
• Strong preference for candidates with a background in Technical Account Management or Implementation within a high-growth startup environment.
• Experience with modern ticketing platforms like Zendesk, Intercom, or similar ecosystems.
• Prior experience with QuickBooks Online, NetSuite, or Microsoft ERPs is highly valued.
• Understanding of Fintech ecosystems including KYC, fraud prevention, or platforms like AirWallex or Stripe is a significant asset.
• Possess a builder mindset and thrive in fast-paced settings.
• Expert at diagnosing web and mobile application issues.
• Hands-on expertise in data migration, API setups, and SSO configurations.
• Genuine passion for AI and prompt engineering.
• Ability to distill complex API challenges or intricate workflows into simple, actionable language.

Benefits

• Flexible working: Remote-first organization with flexible working hours.
• Responsible time off: Trust team members to take the time they need to rest and recharge.
• Extended health benefits: Competitive health, vision, and dental package along with an Employee Assistance Program (EAP).
• Community initiatives: Commitment to giving back to communities, including regular volunteer days.
• Stock options: Opportunity to own a part of Procurify with a competitive stock program.
• Base Salary Range: 61,500-77,000 CAD (dependent on experience).

Company Description

Procurify is a remote-first company with a big heart and a strong ambition to modernize the way organizations manage business spend. We’re trusted by hundreds of companies around the world — across industries like biotechnology, education, health care, manufacturing, and software — to manage over $30B in spend.

We recently closed $50M in Series C funding to help us strengthen our core offering, launch new payment capabilities, and provide customers with an AI-enhanced procure-to-pay experience.