Canals

Technical Support Agent

Canals

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇧🇷 Brazil

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Job Level

Junior

Tech Stack

SQL

About the role

  • Respond to customer inquiries via live chat and email, maintaining our 1-minute average first response time.
  • Troubleshoot product and integration issues, escalating when needed to Support Engineers or Product.
  • Use Postman to test API endpoints and SQL to run basic queries for debugging or validation.
  • Investigate customer behavior and issues using FullStory session data.
  • Collaborate closely with CSMs and the Solutions team to ensure smooth onboarding and post-launch support.
  • Document resolutions and update internal Zendesk macros and knowledge base articles.
  • Identify recurring issues and propose process or product improvements.

Requirements

  • Typically, 1–3 years of experience in technical support for a SaaS product.
  • Excellent written and verbal communication skills — you explain technical issues clearly and concisely.
  • Ability to translate complex topics for non-technical users.
  • Highly organized, proactive, and comfortable in a fast-moving startup environment.
  • A genuine sense of urgency — you take pride in speed and quality.
  • You’ve used tools like Postman, Zendesk, or FullStory to diagnose and resolve issues.
  • You’ve worked in a startup or early-stage environment and helped shape support processes or playbooks.
  • You have experience supporting non-technical customers in industrial, logistics, or distribution contexts.
  • You’ve built or refined internal support workflows, macros, or dashboards.
Benefits
  • We're profitable: stability without the chaos of venture pivots.
  • Real-world impact: your work improves global supply chains, saving customers time and reducing waste.
  • Strong engineering culture: we invest in quality and documentation to keep moving fast sustainably.
  • Culture of ownership: moving fast while putting quality first
  • Remote-first, flexible work environment across North and South America.
  • Stellar product-market fit with tons of customer love
  • All star team with diverse backgrounds to collaborate with and learn from

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
API testingSQLtroubleshootingdebuggingprocess improvementtechnical supportcustomer behavior analysisdocumentation
Soft skills
written communicationverbal communicationorganizational skillsproactivesense of urgencyability to simplify complex topics