Technical Support Agent - Brazil, 12-9pm BRT

Canals; Brasil; Presencial; BRL 151 285 - 252 143; Tempo integral

Resumo da oferta

A remote AI supply chain startup is hiring a Technical Support Agent to provide effective support to distributors. Responsibilities include troubleshooting technical issues, responding to customer inquiries, and collaborating with teams to ensure smooth user experiences. Candidates should have 1-3 years of technical support experience with strong communication skills. The role offers a flexible work environment across the Americas and opportunities for real-world impact in transforming global supply chains.

Qualificações

• 1-3 years of experience in technical support for a SaaS product.
• Ability to translate complex topics for non-technical users.
• Highly organized and proactive in a fast-moving environment.

Responsabilidades

• Respond to customer inquiries via live chat and email.
• Troubleshoot product and integration issues.
• Collaborate closely with CSMs and the Solutions team.

Conhecimentos

Technical support experience

Excellent written and verbal communication

Ability to explain technical issues

Organizational skills

Sense of urgency

Ferramentas

Postman

Zendesk

SQL

FullStory

Descrição da oferta de emprego

About Canals

Canals is a fully remote, profitable startup transforming the industrial supply chain ($10T industry) with AI. Our platform seamlessly integrates with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe.

We’re an 80‑person team (~50 in engineering), located across North and South America.

The Role

We’re hiring a Technical Support Agent to help distributors get fast, effective support as they scale on Canals. Our customers rely on our platform for mission‑critical workflows — and maintaining a 1‑minute average response time is part of what sets our team apart.

You’ll troubleshoot technical issues, guide users through our tools, and collaborate with Product, Engineering, and Customer Success to ensure a seamless customer experience. You’ll also gain exposure to the systems that power our platform — working with tools like Zendesk, Postman, FullStory, and SQL to diagnose and resolve issues.

If you’re a sharp communicator with strong technical instincts and love solving problems quickly and clearly, this role is for you.

What You’ll Do

• 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.

What You'll Bring

• 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.

Bonus Points

• You’ve used tools like Postman, Zendesk, or FullStory to diagnose and resolve issues.
• You’ve worked in a startup or early‑stage environment and helped shape support processes or playbooks.
• You have experience supporting non‑technical customers in industrial, logistics, or distribution contexts.
• You’ve built or refined internal support workflows, macros, or dashboards.

Why Join Canals

• Real‑world impact: your work improves global supply chains, saving customers time and reducing waste.
• Strong engineering culture: we invest in quality and documentation to keep moving fast sustainably.
• Culture of ownership: moving fast while putting quality first.
• Remote‑first, flexible work environment across North and South America.
• Stellar product‑market fit with tons of customer love.
• All‑star team with diverse backgrounds to collaborate with and learn from.

Canals.ai is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age.