Technical Customer Support Advocate

Join Procurify, a remote-first organization, as a Technical Customer Support Advocate. In this role, you will manage complex technical tickets, advocate for product improvements, write and maintain documentation, automate support workflows, and lead complex account setups. Enjoy flexible work hours, health benefits, stock options, and opportunities for personal and technical growth.

We are looking for a curious, "builder-minded" individual who doesn't just solve problems but optimizes the systems that prevent them

If 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!

Responsibilities

• Gérer et résoudre des tickets techniques complexes, en fournissant une expérience utilisateur experte et sans effort.
• Servir de lien essentiel entre les frictions des clients et les solutions à long terme du produit, en identifiant et en documentant les bogues.
• Écrire et maintenir une documentation interne et externe de haute qualité, y compris des FAQ et des guides pratiques.

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
• 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
• 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
• 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
• Strategic Communication: You can distill complex API challenges or intricate workflows into simple, actionable language for both technical and non-technical stakeholders
• Systems and Integrations: You possess hands-on expertise in data migration, API setups, and SSO configurations

Preferred

• 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