Technical Support Agent

Canals

. Respond to customer inquiries via live chat and email while maintaining a 1-minute average first response time .

Posted 9/15/2026full-timeRemote • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support for SaaS products, with strong capabilities in troubleshooting, customer communication, and process improvement. Proficient in using tools like Postman and Zendesk to enhance customer experience and support workflows.

Highest-signal resume keywords

Technical Support ExperiencePostman ProficiencyZendesk KnowledgeExcellent Communication SkillsProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

API TestingSQL DebuggingTroubleshootingDocumentationCustomer Support

Soft Skills

Highly OrganizedProactiveSense of UrgencyAbility to Simplify Complex Topics

Tools & Technologies

PostmanZendeskFullStory

Industry Keywords

SaaSCustomer SuccessOnboardingLogisticsDistribution

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Respond to customer inquiries via live chat and email while maintaining a 1-minute average first response time
Troubleshoot product and integration issues and escalate to Support Engineers or Product when needed
Use Postman to test API endpoints and SQL to run basic debugging or validation queries
Investigate customer behavior and issues using FullStory session data
Collaborate with Customer Success Managers and the Solutions team on 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

Requirements

What you’ll need

Typically 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 and proactive
Comfortable in a fast-moving startup environment
Genuine sense of urgency, with focus on speed and quality
Advanced English proficiency (C1)
Preferred working hours of 9am–6pm BRT
Experience with Postman, Zendesk, or FullStory is a bonus
Startup or early-stage experience is a bonus
Experience supporting non-technical customers in industrial, logistics, or distribution contexts is a bonus
Experience building or refining internal support workflows, macros, or dashboards is a bonus

Benefits

Comp & perks

Remote-first, flexible, and distributed work environment
Investment in hiring and employee development
Opportunities for meaningful impact in a rapidly growing company
Collaborative environment with ambitious, thoughtful teammates
Ownership, transparency, and continuous improvement culture