Technical Customer Support Advocate

Role overview

This Level 2 Technical Customer Support role focuses on resolving complex issues for users of an agentic spend management SaaS platform while helping shape the self-serve support ecosystem. The position blends hands-on troubleshooting, technical account configuration, and product advocacy, partnering closely with engineering to turn customer friction into long-term product improvements. It is a builder-minded role within a fast-growing, remote-first organization that serves mid-market companies across a range of regulated and technical industries.

Responsibilities

- Manage and resolve complex inbound technical tickets through email and live chat, leading occasional video calls to troubleshoot high-priority issues. - Reproduce, document, and escalate bugs to engineering while gathering customer feedback to influence the product roadmap. - Author and maintain high-quality internal and external documentation, including FAQs and how-to guides, structured for both human readers and AI-driven support agents. - Use AI and automation tools to streamline support workflows, expedite internal processes, and optimize knowledge resources. - Lead complex account configurations including SSO setup, user role provisioning, API integrations, sandbox cloning, and workflow tailoring through custom fields, pipelines, and dashboards. - Act as a trusted technical voice for users by translating intricate API and integration issues into clear, actionable guidance for diverse stakeholders.

Requirements

- 2–3+ years of experience in a technical, customer-facing SaaS role, ideally with a background in Technical Account Management or Implementation at a high-growth startup environment. - Hands-on experience with modern ticketing platforms such as Zendesk, Intercom, or comparable ecosystems for managing high-volume technical inquiries. - Strong diagnostic skills for web and mobile application issues, with proficiency in Jira for tracking and resolving bugs. - Demonstrated expertise in data migration, API setups, and SSO configuration. - A builder mindset with the ability to identify process gaps, leverage automation, and find creative workarounds in fast-paced, scrappy settings. - Excellent communication skills capable of translating complex technical concepts for both technical and non-technical audiences.

Nice to have

- Familiarity with QuickBooks Online, NetSuite, or Microsoft ERP systems. - Understanding of fintech ecosystems, including KYC, fraud prevention, or platforms such as AirWallex or Stripe. - Genuine passion for AI and prompt engineering, particularly applied to LLM-driven support systems that deflect issues and empower end users.

Benefits and work setup

- Remote-first role with flexible working hours; candidates must reside within Canada. - On-target earnings range of $64,575 – $80,850 CAD, depending on experience and inclusive of a Company Incentive Plan component, alongside a competitive stock option program. - Extended health, vision, and dental benefits, an Employee Assistance Program, and a health and wellness spending account. - Responsible time off policy that trusts team members to recharge while meeting their commitments. - Community initiatives including paid volunteer days, donation programs, and regular learning-focused lunch-and-learns.