Technical Support Agent - Brazil, 9 - 6pm BRT

The role

You will troubleshoot technical issues and guide users through tools to support distributors. You will collaborate with Product, Engineering, and Customer Success teams using tools like Zendesk, Postman, FullStory, and SQL.

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.