Technical Support Agent

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

📋 Description

• Address customer inquiries through live chat and email, ensuring a first response time averaging 1 minute.

• Diagnose product and integration challenges, escalating to Support Engineers or Product teams as necessary.

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

• Analyze customer behavior and issues via FullStory session data.

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

• Document solutions and update Zendesk macros and knowledge base articles accordingly.

• 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.

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

• Highly organized and proactive in approach.

• Adaptable to a fast-paced startup environment.

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

• Advanced proficiency in English (C1).

• Availability to work from 9 AM to 6 PM BRT.

• Familiarity with Postman, Zendesk, or FullStory is advantageous.

• Previous experience in a startup or early-stage company is a plus.

• Background in supporting non-technical customers in industrial, logistics, or distribution settings is beneficial.

• Experience in constructing or refining internal support workflows, macros, or dashboards is a plus.

🏝️ Benefits

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

• Commitment to hiring and professional development.

• Chance to significantly impact company growth.

• Collaboration with driven and thoughtful colleagues.

• Equal opportunity employment.