Technical Support Agent

Canals

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

Posted 10/22/2026full-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 operational efficiency.

Highest-signal resume keywords

Technical Support ExperiencePostman ProficiencyZendesk ExperienceAdvanced English Proficiency (C1)Customer Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAPI TestingSQL QueryingProcess ImprovementDocumentation

Soft Skills

Excellent CommunicationHighly OrganizedProactiveSense of Urgency

Tools & Technologies

PostmanZendeskFullStory

Industry Keywords

SaaSCustomer SupportLogisticsDistributionStartup Experience

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 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 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
Help wholesale distributors operate more efficiently through Canals’ automation and AI software

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 pride in speed and quality
Advanced English proficiency (C1)
Availability for preferred working hours of 12pm–9pm BRT
Postman, Zendesk, or FullStory experience 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
Opportunities for meaningful impact in a rapidly growing company
Investment in hiring and professional development
Opportunity to work with ambitious, thoughtful teammates
Ownership, transparency, and continuous improvement culture