Global Delivery Manager leading delivery pods and SaaS implementations for insurance carriers. Coordinating resources, integrations, upgrades, and scalable customer deployments.
About the role
- Technical Customer Support Advocate resolving complex issues for Procurify’s agentic procurement platform. Building AI-powered documentation, automations, integrations, and customer configurations.
Responsibilities
- Manage and resolve complex inbound technical tickets via email and live chat
- Lead occasional video calls to troubleshoot high-priority issues
- Identify, reproduce, and document bugs for the Engineering team
- Gather customer feedback to help shape and influence the product roadmap
- Write and maintain internal and external documentation, FAQs, and how-to guides
- Leverage AI tools to optimize documentation and support AI Agents
- Automate, optimize, and expedite support workflows and internal processes
- Define user roles and permissions and manage SSO setups
- Connect the platform to existing technology stacks and manage API integrations
- Execute sandbox account duplications
- Customize platforms using custom fields, pipelines, and dashboards
- Serve as technical lead for complex customer account configurations
Requirements
- 2 to 3+ years experience in a technical, customer-facing SaaS role
- Strong preference for experience in Technical Account Management or Implementation within a high-growth startup environment
- Experience with modern ticketing platforms such as Zendesk, Intercom, or similar
- Prior experience with QuickBooks Online, NetSuite, or Microsoft ERPs highly valued
- Understanding of fintech ecosystems, including KYC, fraud prevention, Airwallex, or Stripe, is a significant asset
- Builder mindset and ability to identify process gaps and leverage automation
- Expertise diagnosing web and mobile application issues
- Highly proficient in Jira for tracking and resolving bugs
- Hands-on expertise in 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 explain complex API challenges and workflows to technical and non-technical stakeholders
- Must be located in Canada; position is remote within Canada only
Benefits
- Remote-first organization with flexible working hours
- Work anywhere from 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
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