Technical Customer Support Advocate

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee and address intricate inbound technical queries through email and live chat.

• Occasionally lead video calls to troubleshoot urgent issues.

• Identify, replicate, and document bugs for the Engineering team.

• Collect customer feedback to shape and influence the product roadmap.

• Author and maintain internal and external documentation, FAQs, and how-to guides.

• Utilize AI tools to enhance documentation and support AI agents.

• Streamline, optimize, and accelerate support workflows and internal processes.

• Define user roles and permissions while managing SSO setups.

• Integrate the platform with existing technology stacks and manage API connections.

• Execute duplications of sandbox accounts.

• Tailor platforms using custom fields, pipelines, and dashboards.

• Act as the technical lead for intricate customer account configurations.

⛳️ Requirements

• 2 to 3+ years of experience in a technical, customer-facing SaaS role.

• Strong preference for experience in Technical Account Management or Implementation within a high-growth startup environment.

• Familiarity with modern ticketing platforms such as Zendesk, Intercom, or similar.

• Previous experience with QuickBooks Online, NetSuite, or Microsoft ERPs is highly valued.

• Knowledge of fintech ecosystems, including KYC, fraud prevention, Airwallex, or Stripe, is a significant asset.

• Builder mindset with the ability to identify process gaps and utilize automation.

• Expertise in diagnosing issues with web and mobile applications.

• Highly proficient in Jira for tracking and resolving bugs.

• Hands-on experience with data migration, API setups, and SSO configurations.

• Passion for AI and prompt engineering.

• Understanding of technical content optimization for LLM-driven support systems.

• Ability to articulate complex API challenges and workflows to both technical and non-technical stakeholders.

• Must reside in Canada; this position is remote within Canada only.

🏝️ Benefits

• Remote-first organization with flexible working hours.

• Work from anywhere within Canada.

• Responsible time off.

• Extended health, vision, and dental benefits.

• Employee Assistance Program (EAP).

• Health and wellness spending account.

• Regular volunteer days.

• Donate Your Day program.

• Education lunch and learns.

• Competitive stock program / stock options.