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 a 1-minute average initial response time.

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

• Utilize Postman for testing API endpoints and employ SQL to execute basic queries for debugging or validation purposes.

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

• Work collaboratively with Customer Success Managers (CSMs) and the Solutions team to facilitate onboarding and provide post-launch support.

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

• Recognize recurring problems and suggest enhancements for processes or products.

• Assist wholesale distributors in enhancing their operations through Canals’ automation and AI software.

⛳️ Requirements

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

• Exceptional written and verbal communication abilities.

• Capacity to simplify complex concepts for non-technical audiences.

• Highly organized and self-motivated.

• At ease in a dynamic startup setting.

• A true sense of urgency, with a commitment to speed and quality.

• Advanced proficiency in English (C1).

• Availability during preferred working hours of 12pm–9pm BRT.

• Familiarity with Postman, Zendesk, or FullStory is a plus.

• Experience in a startup or early-stage environment is an advantage.

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

• Experience in developing or enhancing internal support workflows, macros, or dashboards is a plus.

🏝️ Benefits

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

• Opportunities to make a significant impact in a fast-growing organization.

• Commitment to hiring and professional development investment.

• Chance to collaborate with ambitious and thoughtful colleagues.

• Culture of ownership, transparency, and continuous improvement.