Technical Customer Support Advocate
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Job Description
Technical Customer Support Advocate optimizing support operations through AI and automation at Procurify. Bridging customer feedback to influence product development and enhance user experience.
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, data and integrations, and workflow tailoring.
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.
- 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.
- 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.
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.
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