Technical Customer Support Advocate
Posted 8 Oct 2026
BranchFactor Summary
The original posting with the fluff stripped out
- Level
- Level 2
- Expected experience
- 2–3 yrs
- Management level
- Individual contributor
- Employment
- Remote
- Contract
- Contract
No salary listed for this role.
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:
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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.
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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.
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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.
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Workflow Automation: You will use a variety of AI tools in creative ways to automate, optimize, and expedite support workflows and internal processes.
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Customer Configurations: You will act as the technical lead for complex account setups, including:
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Provisioning: Defining user roles and permissions while managing SSO setups.
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Data and Integrations: Connecting the platform to existing tech stacks, managing API integrations, and executing sandbox account duplications.
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Workflow Tailoring: Customizing the platform to match specific client needs via custom fields, pipelines, and dashboards.
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