Technical Support Agent

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

📋 Description

• Address customer inquiries through live chat and email while achieving an average first response time of 1 minute.

• Resolve product and integration challenges and escalate to Support Engineers or Product teams as necessary.

• Utilize Postman to assess API endpoints and SQL for executing basic debugging or validation queries.

• Analyze customer behavior and issues using FullStory session data.

• Work in conjunction with Customer Success Managers and the Solutions team for onboarding and post-launch assistance.

• Document solutions and refresh internal Zendesk macros and knowledge base articles.

• Recognize recurring issues and suggest enhancements to processes or products.

⛳️ Requirements

• Generally, 1–3 years of experience in technical support for a SaaS product.

• Exceptional written and verbal communication abilities.

• Capacity to simplify complex subjects for non-technical users.

• Highly organized and proactive in approach.

• Adaptable in a dynamic startup environment.

• Strong sense of urgency, prioritizing speed and quality.

• Advanced proficiency in English (C1).

• Preferred working hours are from 9am to 6pm BRT.

• Familiarity with Postman, Zendesk, or FullStory is an advantage.

• Experience in startup or early-stage settings is a plus.

• Background in supporting non-technical customers in industrial, logistics, or distribution fields is a bonus.

• Experience in developing or enhancing internal support workflows, macros, or dashboards is an added advantage.

🏝️ Benefits

• Remote-first, flexible, and distributed work environment.

• Commitment to employee hiring and development.

• Opportunities to make a meaningful impact in a fast-growing company.

• Collaborative atmosphere with ambitious and thoughtful colleagues.

• Culture of ownership, transparency, and continuous improvement.