Canals

Technical Support Lead

Canals

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Senior

Tech Stack

SQL

About the role

  • Build and lead the technical support function for a new product line — from first customers to scale.
  • Manage and mentor a small team of Technical Support Agents, ensuring quality, consistency, and responsiveness.
  • Partner with Engineering and Product to triage, reproduce, and resolve complex technical issues across SaaS and mobile products.
  • Establish and refine SLAs, escalation paths, and operational workflows that scale with growth.
  • Monitor and report on key support KPIs, maintaining our 1-minute first response time.
  • Document internal processes, build knowledge bases, and streamline communication between teams.
  • Serve as the escalation point for technically advanced or high-priority issues.

Requirements

  • Typically, 4+ years of experience in technical support or support engineering for SaaS products.
  • Hands-on familiarity with multi-product environments — web and mobile platforms, APIs, and integrations.
  • Strong understanding of APIs, SQL, and modern web application troubleshooting.
  • Prior experience mentoring or leading a support or solutions team.
  • Excellent written and verbal communication skills — able to explain complex topics to non-technical users.
  • Proven ability to build and optimize support processes, SLAs, and escalation workflows.
  • Highly organized, proactive, and comfortable operating in a fast-moving, early-stage environment.
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
technical supportsupport engineeringSaaSAPIsSQLweb application troubleshootingoperational workflowssupport processesescalation workflowsKPI monitoring
Soft skills
mentoringleadershipcommunicationorganizational skillsproactiveproblem-solvingteam collaborationresponsivenessquality assurancecustomer service