Remote Technical Support Specialist – SaaS

Canals; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

Canals is hiring a Technical Support Agent to help distributors get fast, effective support as they scale on Canals. 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 gain exposure to Zendesk, Postman, FullStory, and SQL while diagnosing and resolving issues. If you’re a sharp communicator with strong technical instincts and love solving problems quickly and

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.

Responsibilities

• 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.

Skills

SaaS support

Communication

Troubleshooting

Fast-paced startup

Tools

Zendesk

Postman

FullStory

SQL

Job description

Canals is hiring a Technical Support Agent to help distributors get fast, effective support as they scale on Canals. 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 gain exposure to Zendesk, Postman, FullStory, and SQL while diagnosing and resolving issues. If you’re a sharp communicator with strong technical instincts and love solving problems quickly and