Technical Customer Support Advocate

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.

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.

• 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.

• 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 Quick Books Online, Net Suite, or Microsoft ERPs is highly valued. Understanding Fintech ecosystems including KYC, fraud prevention, or platforms like Air Wallex 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…