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 to Support Engineers or Product when needed
• Use Postman to test API endpoints and SQL for basic debugging or validation queries
• Investigate customer behavior and issues using FullStory session data
• Collaborate with Customer Success Managers and the Solutions team on onboarding and post-launch support
• Document resolutions and update Zendesk macros and knowledge base articles
• Identify recurring issues and propose process or product improvements

• 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 9–6pm BRT working hours
• Experience with Postman, Zendesk, or FullStory 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
• Investment in hiring and professional development
• Opportunity to make a meaningful impact on company growth
• Collaboration with ambitious, thoughtful teammates
• Equal opportunity employment