Technical Customer Support Advocate

Procurify; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Procurify is seeking a Level 2 Advocate to architect a self-serve support ecosystem and handle complex customer configurations. You will solve technical tickets, document bugs for Engineering, and shape the product roadmap through customer insights.

The role emphasizes AI-assisted knowledge management, workflow automation, and deep platform customization for enterprise clients.

Qualifications

• 2 to 3+ years in a technical, customer-facing SaaS role.
• Experience with Zendesk, Intercom or similar ticketing platforms.
• Familiarity with FinTech ecosystems including KYC and fraud prevention is valued.

Responsibilities

• Technical Problem Solving: manage and resolve complex inbound technical tickets via email and live chat; occasional video calls for high-priority issues.
• Product Advocacy and Insights: bridge between customer friction and product solutions; document bugs for Engineering; influence roadmap.
• AI and Knowledge Engineering: write and maintain internal and external documentation; leverage AI tools to optimize resources.
• Workflow Automation: use AI tools to automate and expedite support workflows.
• Customer Configurations: lead complex account setups, including provisioning, data/integrations, and workflow tailoring.

Skills

Technical problem solving

Product advocacy

AI knowledge

Workflow automation

Customer configuration

Tools

Zendesk

Intercom

API integrations

SSO

Job description

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: 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