КанадаTechnical Customer Support Advocate
6 дн. назад
КанадаMiddleRemote
technical supportissue troubleshootingcustomer servicelive chatemail communicationvideo calls
A Level 2 Technical Customer Support Advocate role focused on resolving complex technical issues, improving customer self-serve systems, and bridging customer feedback to product development.
Обязанности
- 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.
Другое
- 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.
- 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 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.
- 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 investment, a strong product foundation, and big ambitions in AI and payments, we’re entering our next phase of growth. That means a real opportunity to shape what we build, how we scale, and the impact we have on our customers.
- The best part? The team. We’re a group of builders who move fast, think big, and show up for each other. No egos, no passengers, just people who want to do great work and win together.
- If you’re looking for a place where you can make a real impact alongside a team that raises the bar, you’ll fit right in.
- We’ve created an environment where personal and professional growth is a real priority. Some of the great perks we offer include:
- Flexible working: We’re a remote-first organization with flexible working hours. Work anywhere from within Canada!
- Responsible time off: We trust our team to take the time they need to rest and recharge while staying accountable to their commitments.
- Extended health benefits: We prioritize our team’s health and well-being. We offer a competitive health, vision, and dental package along with an Employee Assistance Program (EAP), and a health and wellness spending account.
- Community initiatives: We have a strong commitment to giving back to our communities, including regular volunteer days, our Donate Your Day program, and education lunch and learns.
- Stock options: Everyone has a chance to own a part of with our competitive stock program.
- On Target Earnings (OTE) Range: $64,575 – $80,850 CAD This range is dependent on experience, with a component of these earnings made up of a Company Incentive Plan (CIP), and not inclusive of any benefits or equity that might exist in your total compensation package.
- We’ve welcomed team members who were boat captains, funeral directors, swing dancers, competitive gamers, plumbers, and novelists. Everyone has a story and we’re here to embrace 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! We really want to get to know you and why you're great for the role. Please avoid including your picture and age on your resume.
- Apply online today and let’s start a conversation.
- To learn more about , check out these resources:
- Check out what our customers are saying about us
- Learn more about our procure-to-pay platform