Technical Support Agent (Brazil, 9am‑6pm BRT)

About the role

We are looking for a Technical Support Agent to provide fast, effective assistance to distributors using the Canals platform. The role focuses on maintaining a 1‑minute average first‑response time, troubleshooting technical issues, and collaborating with Product, Engineering, and Customer Success teams.

Key responsibilities

• Respond to customer inquiries via live chat and email, keeping the first‑response time under one minute.
• Troubleshoot product and integration issues, escalating to Support Engineers or Product when necessary.
• Use Postman to test API endpoints and run basic SQL queries for debugging and validation.
• Investigate customer behavior using FullStory session data.
• Collaborate closely with Customer Success Managers and the Solutions team to ensure smooth onboarding and post‑launch support.
• Document resolutions, update Zendesk macros, and maintain knowledge‑base articles.
• Identify recurring issues and propose process or product improvements.

Required profile

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

Required skills

• Postman
• SQL
• FullStory
• Zendesk

What we offer

• Remote‑first, flexible work environment across North and South America.
• Opportunity to work on a rapidly growing, profitable company solving real‑world problems for wholesale distributors.
• Investment in hiring, development, and a culture that values ownership, transparency, and continuous improvement.