Technical Support Agent

• Respond to customer inquiries via live chat and email while maintaining a 1-minute average first response time
• Troubleshoot product and integration issues and escalate 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 with CSMs and the Solutions team on 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
• Help wholesale distributors operate more efficiently through Canals’ automation and AI software

• Typically, 1–3 years of experience in technical support for a SaaS product
• Excellent written and verbal communication skills
• Ability to translate complex topics for non-technical users
• Highly organized and proactive
• Comfortable in a fast-moving startup environment
• Genuine sense of urgency, with pride in speed and quality
• Advanced English proficiency (C1)
• Availability for preferred working hours of 12pm–9pm BRT
• Postman, Zendesk, or FullStory experience is a bonus
• Startup or early-stage experience is a bonus
• Experience supporting non-technical customers in industrial, logistics, or distribution contexts is a bonus
• Experience building or refining internal support workflows, macros, or dashboards is a bonus

• Remote-first, flexible, and distributed work environment
• Opportunities for meaningful impact in a rapidly growing company
• Investment in hiring and professional development
• Opportunity to work with ambitious, thoughtful teammates
• Ownership, transparency, and continuous improvement culture