Technical Customer Support Advocate

Technical Customer Support Advocate TECHNICAL CUSTOMER SUPPORT ADVOCATE Procurify is the AI-enhanced procurement and AP automation platform for the mid-market. We make it easy for organizations to take control of spend and save money. We’re looking for a tech-forward, process-oriented Technical Customer Support Advocate to help us scale our support operations through AI and advanced configurations. 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: 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. WHO WE’RE LOOKING FOR: - 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 ... (truncated, view full listing at source)