Technical Customer Support Advocate - Procurify

Procurify is the agentic procurement platform that helps mid-market organizations get complete control over their spend. We’re trusted by hundreds of companies around the world, across industries like biotechnology, education, health care, manufacturing, and software, to manage over $100B in spend. We’re looking for a talented and team-driven Technical Customer Support Advocate to join us on our journey.

About the Role

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.

What You'll Be Working On

• Technical Problem Solving: 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: 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. 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: Write and maintain high-quality internal and external documentation, including FAQs and how-to guides. 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: Use a variety of AI tools in creative ways to automate, optimize, and expedite support workflows and internal processes.
• Customer Configurations: 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.

Who We're Looking For

• Experience: 2 to 3+ years of experience in a technical, customer-facing SaaS role. Strong preference for candidates with a background in Technical Account Management or Implementation, specifically within a high-growth startup environment.
• Ticketing and Workflow: Experience with modern ticketing platforms like Zendesk, Intercom, or similar ecosystems, and understanding 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: Possess a builder mindset and thrive in fast-paced settings. Identify gaps and leverage automation to scale efficiency. Comfortable being scrappy when needed, finding creative workarounds to solve problems without requiring a rigid roadmap.
• Technical Problem Solving: Expert at diagnosing web and mobile application issues and highly proficient in using Jira to track and resolve bugs.
• Systems and Integrations: Hands-on expertise in data migration, API setups, and SSO configurations.
• AI and Innovation: Genuine passion for AI and prompt engineering. Understand how well-structured technical content optimizes LLM-driven support systems to deflect issues and empower users.
• Strategic Communication: Ability to distill complex API challenges or intricate workflows into simple, actionable language for both technical and non-technical stakeholders.

Why Procurify?

Procurify is redefining how organizations manage spend - transforming a historically manual, reactive process into a strategic advantage. Powered by our $50M Series C funding, we are actively expanding our core offering, launching new payment capabilities, and building an AI-enhanced procure-to-pay experience for our customers.

We’re a group of builders who move fast, think big, and show up for each other. No egos, no passengers, just people who want to do great work and win together.

Benefits

• Flexible working: Remote-first organization with flexible working hours. Work anywhere from within Canada!
• Responsible time off: Trusting our team to take the time they need to rest and recharge while staying accountable to their commitments.
• 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: Regular volunteer days, our Donate Your Day program, and education lunch and learns.
• Stock options: Competitive stock program to own a part of Procurify.
• Compensation: On Target Earnings (OTE) Range of $64,575 – $80,850 CAD (dependent on experience, includes a Company Incentive Plan component).