Technical Support Agent

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

📋 Description

• Address customer inquiries through live chat and email, ensuring we maintain an average first response time of 1 minute.

• Diagnose product and integration challenges, escalating issues to Support Engineers or Product when necessary.

• Utilize Postman for API endpoint testing and employ SQL for executing basic queries for debugging or validation purposes.

• Analyze customer behavior and issues by leveraging FullStory session data.

• Work closely with Customer Success Managers (CSMs) and the Solutions team to facilitate seamless onboarding and post-launch assistance.

• Record solutions and update internal Zendesk macros and knowledge base entries.

• Recognize recurring problems and suggest improvements to processes or products.

⛳️ Requirements

• Generally, 1–3 years of experience in providing technical support for a Software as a Service (SaaS) product.

• Outstanding written and verbal communication abilities — you articulate technical matters in a clear and concise manner.

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

• Highly organized, proactive, and adaptable in a fast-paced startup setting.

• A true sense of urgency — you take pride in both speed and quality of work.

• Bonus Points: Familiarity with tools such as Postman, Zendesk, or FullStory for diagnosing and resolving issues.

• Experience in a startup or early-stage environment, contributing to the development of support processes or playbooks.

• Background in assisting non-technical customers in industrial, logistics, or distribution sectors.

• Experience in creating or refining internal support workflows, macros, or dashboards.

🏝️ Benefits

• Real-world impact: your contributions enhance global supply chains, saving customers time and minimizing waste.

• Strong engineering culture: we prioritize quality and documentation to maintain sustainable speed.

• Culture of ownership: we emphasize moving quickly while prioritizing quality.

• Remote-first, flexible work environment spanning North and South America.

• Excellent product-market fit with significant customer appreciation.

• A remarkable team with diverse backgrounds for collaboration and learning opportunities.