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Salary: CAD 64,575 - 80,850 / annual
Procurify is an agentic procurement platform trusted by hundreds of mid-market organizations worldwide to manage over $100B in spend. The company recently closed a $50M Series C and is expanding its core offering, payment capabilities, and AI-enhanced procure-to-pay experience.
As a Level 2 Technical Customer Support Advocate, you will be a primary architect of Procurify's self-serve ecosystem and a specialist in complex customer configurations. This is not a traditional support role—you will combine technical problem-solving with product strategy and AI-driven innovation.
Key responsibilities include:
• Managing and resolving complex inbound technical tickets via email and live chat, with occasional video calls for high-priority troubleshooting
• Serving as the bridge between customer friction and product solutions by identifying, reproducing, and documenting bugs for the Engineering team
• Acting as a voice of the customer, gathering feedback from daily interactions to influence the product roadmap
• Writing and maintaining high-quality internal and external documentation (FAQs, how-to guides) and leveraging AI tools to optimize these resources for AI Agents
• Using AI tools creatively to automate, optimize, and expedite support workflows and internal processes
• Leading technical account setups for complex configurations, including user provisioning, SSO setup, API integrations, data migration, sandbox account duplication, and workflow customization via custom fields, pipelines, and dashboards
You will work in a remote-first, fast-paced environment with a builder-minded team that values innovation, autonomy, and impact. The role offers flexibility, competitive benefits including extended health coverage, stock options, and a responsible time-off policy.
REQUIREMENTS:
• 2–3+ years of experience in a technical, customer-facing SaaS role, with strong preference for Technical Account Management or Implementation background in high-growth startups
• Hands-on experience with modern ticketing platforms (Zendesk, Intercom, or similar)
• Expert-level diagnostic skills for web and mobile application issues
• Proficiency with Jira for bug tracking and resolution
• Hands-on expertise in data migration, API setups, and SSO configurations
• Prior experience with QuickBooks Online, NetSuite, or Microsoft ERPs is highly valued
• Understanding of Fintech ecosystems (KYC, fraud prevention, platforms like AirWallex or Stripe) is a significant asset
• Builder mindset: ability to identify process gaps, leverage automation to scale efficiency, and work scrappily without rigid roadmaps
• Genuine passion for AI and prompt engineering; understanding of how well-structured technical content optimizes LLM-driven support systems
• Strong strategic communication skills: ability to distill complex API challenges and workflows into simple, actionable language for technical and non-technical stakeholders
