Technical Support Agent (Brazil, 12-9pm BRT)

About 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 we maintain a 1‑minute average response time.

Key responsibilities

• Respond to customer inquiries via live chat and email, maintaining a 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.

Required profile

• Typically 1–3 years of experience in technical support for a SaaS product.
• Excellent written and verbal communication skills; ability to explain technical issues clearly.
• Highly organized, proactive, and comfortable in a fast‑moving startup environment.
• Genuine sense of urgency and pride in speed and quality.

Required skills

• Postman
• Zendesk
• FullStory
• SQL

What we offer

• Opportunity to work on software that solves real problems for essential industries.
• Fast‑growing, profitable company with a remote‑first, flexible work environment across North and South America.