Technical Customer Support Advocate

📋 Description

• 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 shape the product roadmap
• Write and maintain internal and external documentation including FAQs and how-to guides
• Leverage AI tools to optimize resources for AI agents

🎯 Requirements

• 2-3+ years in a technical, customer-facing SaaS role
• Experience with ticketing platforms like Zendesk, Intercom
• Experience with QuickBooks Online, NetSuite, or Microsoft ERPs
• Understanding of fintech ecosystems including KYC, fraud prevention, or platforms like AirWallex or
• Proficiency in diagnosing web and mobile application issues
• Proficiency with Jira

🎁 Benefits

• Flexible working with remote-first organization and flexible hours
• Responsible time off
• Extended health benefits including health, vision, dental, EAP, and wellness spending account
• Community initiatives including volunteer days and Donate Your Day program
• Stock options
• On Target Earnings (OTE) Range: $64,575 – $80,850 CAD