Technical Support Agent - Brazil, 12-9pm BRT

The role

You will troubleshoot technical issues and guide users through tools. You will collaborate with Product, Engineering, and Customer Success teams to ensure a seamless customer experience.

What you will do

• Respond to customer inquiries via live chat and email.
• Troubleshoot product and integration issues, escalating when needed.
• Use Postman to test API endpoints and SQL to run basic queries.
• Investigate customer behavior and issues using FullStory session data.
• Collaborate with CSMs and the Solutions team.
• Document resolutions and update internal Zendesk macros and knowledge base articles.
• Identify recurring issues and propose process or product improvements.

Required qualifications

• 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, proactive, and comfortable in a fast-moving startup environment.
• A genuine sense of urgency.

Nice to have

• Used tools like Postman, Zendesk, or FullStory to diagnose and resolve issues.
• Worked in a startup or early-stage environment and helped shape support processes or playbooks.
• Experience supporting non-technical customers in industrial, logistics, or distribution contexts.
• Built or refined internal support workflows, macros, or dashboards.

About the company

Canals builds software for wholesale distributors, helping them operate more efficiently through automation and AI. The company is a profitable, rapidly growing team of roughly 140 people distributed across North and South America.