[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 and 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 to ensure technical issues are resolved at the root. Gather feedback from daily interactions to help shape and influence 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: Act as the technical lead for complex account setups, including:
  • 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 and proficient 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.
• Ability to distill complex API challenges or intricate workflows into simple, actionable language for both technical and non-technical stakeholders.

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) and a health and wellness spending account.
• Community initiatives: Commitment to giving back to communities, including regular volunteer days and education lunch and learns.
• Stock options: Opportunity to own a part of Procurify with a competitive stock program.
• On Target Earnings (OTE) Range: $64,575 – $80,850 CAD, dependent on experience.