Canals

Technical Support Agent

Canals

full-time

Posted on:

Location Type: Remote

Location: Brazil

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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. (Bonus Points)
  • You've worked in a startup or early-stage environment and helped shape support processes or playbooks. (Bonus Points)
  • You have experience supporting non-technical customers in industrial, logistics, or distribution contexts. (Bonus Points)
  • You've built or refined internal support workflows, macros, or dashboards. (Bonus Points)
Benefits
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Applicant Tracking System Keywords

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

Hard Skills & Tools
API testingSQLtroubleshootingdebuggingprocess improvementcustomer supporttechnical supportdocumentation
Soft Skills
communicationorganizationalproactivesense of urgencyproblem-solvingcollaborationcustomer empathy