About This Role
This Level 2 Advocate role involves supporting the product, architecting the self-serve ecosystem, and specializing in complex customer configurations. The advocate will manage and resolve complex technical tickets, act as a bridge between customer friction and product solutions, and leverage AI for documentation and workflow automation.
Responsibilities
- Manage and resolve complex inbound technical tickets via email and live chat
- Lead occasional video calls to troubleshoot high-priority issues and provide an expert user experience
- Serve as the essential bridge between customer friction and long-term product solutions
- Identify, reproduce, and document bugs for the Engineering team
- Act as a primary voice of the customer, gathering feedback to help shape and influence the product roadmap
- Write and maintain high-quality internal and external documentation, including FAQs and how-to guides
- Leverage AI tools to optimize resources for AI Agents to assist internal teams and external users
- Use a variety of AI tools to automate, optimize, and expedite support workflows and internal processes
- Act as the technical lead for complex account setups, including provisioning user roles and permissions while managing SSO setups
- Connect the platform to existing tech stacks, manage API integrations, and execute sandbox account duplications
- Customize the platform to match specific client needs via custom fields, pipelines, and dashboards
Requirements
- Curious, "builder-minded" individual who optimizes systems to prevent problems
- 2 to 3+ years experience in a technical, customer-facing SaaS role
Nice to have:
- Background in Technical Account Management or Implementation, specifically within a high-growth startup environment
Benefits
- Flexible work hours
- Health, vision, and dental package
- Employee Assistance Program (EAP)
- Health and wellness spending account
- Stock options
- Wealthsimple programs and access to financial advisors
- Access to Pluralsight, Masterclass, and progressive career matrices for training and development
- Tech setup with the right tools
- Community initiatives, including regular volunteer days and Donate Your Day program
- Education lunch and learns
- Diversity, equity, and inclusion roundtable monthly with guest speakers
- Referral Bonus Program with a grand prize of a bucket list vacation for two
- Generous Responsible Time Off
Important Details
