Remote SaaS Technical Support Specialist

OpenKrill; United States; Remote; USD 52,000 - 78,000; Full time

Benefits offered by this job

Postman / Zendesk / FullStory exposure

Startup environment experience

Support for non-technical customers in

Internal workflows & dashboards

Job summary

Canals is hiring a Technical Support Agent to assist distributors using our SaaS platform. You’ll troubleshoot, guide users through tools, and collaborate with Product, Engineering, and Customer Success to ensure a seamless experience.

Our customers rely on mission-critical workflows, and you’ll work with Postman, SQL, and FullStory to diagnose and resolve issues. Successful candidates are strong communicators with technical instincts and a passion for fast, precise problem solving.

Qualifications

• 1–3 years of SaaS technical support experience.
• Excellent written and verbal communication skills; explain technical issues clearly.
• Ability to translate complex topics for non-technical users.
• Highly organized, proactive, and comfortable in a fast-moving startup environment.
• Genuine sense of urgency; pride in speed and quality.

Responsibilities

• Respond to customer inquiries via live chat and email, maintaining a 1-minute average first response time.
• Troubleshoot product and integration issues; 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 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.

Skills

SaaS technical support

Strong communication

Translate complex topics

Organized & proactive

Urgency & quality

Tools

Postman

Zendesk

FullStory

SQL

Job description

Canals is hiring a Technical Support Agent to assist distributors using our SaaS platform. You’ll troubleshoot, guide users through tools, and collaborate with Product, Engineering, and Customer Success to ensure a seamless experience.

Our customers rely on mission-critical workflows, and you’ll work with Postman, SQL, and FullStory to diagnose and resolve issues. Successful candidates are strong communicators with technical instincts and a passion for fast, precise problem solving.