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 setting.

- 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 simple, actionable language for both technical and non-technical stakeholders.

WHY PROCURIFY?

Help us modernize spend management

Procurify is redefining how organizations manage spend - transforming a historically manual, reactive process into a strategic advantage. Today, hundreds of companies trust us to manage billions in spend, and we’re just getting started.

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. Read the press release here. With fresh in

📌 Technical Customer Support Advocate (Vancouver)
🏢 Procurify
📍 Vancouver