Technical Customer Support Advocate

• 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: 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

• Remote-first: As a remote-first organization, our team can work anywhere within Canada
• Flexible work hours: We don’t have set hours. You have the flexibility to work on the schedule that works for you and your team
• Health benefits: We prioritize our team’s health and wellbeing. We offer a competitive health, vision, and dental package along with an Employee Assistance Program (EAP), and a health and wellness spending account
• Stock options: Everyone has a chance to own a part of Procurify with our competitive stock program
• Financial wellbeing: We provide Wealthsimple programs and access to financial advisors to support our team’s diverse life goals
• Training and development: Personal and technical growth are things that we value, so we provide access to Pluralsight, Masterclass, and progressive career matrices
• Tech setup: We make sure our team is equipped with the right tools and tech to set them up for success from Day One
• 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
• DEI initiatives: We run a diversity, equity, and inclusion roundtable monthly where we host guest speakers and tackle the topics that matter
• Referral program: It’s all about who you know. Our grand prize for our Referral Bonus Program is a bucket list vacation for two!
• Responsible time off: We know there’s more to life than just work, which is why we offer generous Responsible Time Off for all of our team members. We encourage our team to take breaks, unplug and come back to work energized!

We are looking for a curious, “builder-minded” individual who doesn’t just solve problems but optimizes the systems that prevent themExperience: 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 environmentIndustry 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 assetAI 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 usersTicketing 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 effectivelyThe 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 roadmapTechnical Problem Solving: You are an expert at diagnosing web and mobile application issues and are highly proficient in using Jira to track and resolve bugsStrategic Communication: You can distill complex API challenges or intricate workflows into simple, actionable language for both technical and non-technical stakeholdersSystems and Integrations: You possess hands‑on expertise in data migration, API setups, and SSO configurationsIf you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway. We know that feelings of imposter syndrome can get in the way of meeting incredible candidates, and we certainly don’t want those feelings to get in the way of meeting you!