Technical Support Agent

November 17

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Canals

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Artificial Intelligence • Enterprise • Distribution

Canals is an AI-driven tool designed to enhance efficiency in distribution and order processing for sales, accounting, and procurement teams. It automates tasks like sales order entry and invoice processing, transforming customer emails into actionable quotes and orders without the need for templates. Canals is built specifically for various distribution verticals including electrical, plumbing, HVAC, and industrial sectors, helping teams save time and increase accuracy in their workflows. As users engage with the platform, the AI continues to improve its performance and adapt to specific business needs, ensuring better service for customers and vendors alike.

11 - 50 employees

🤖 Artificial Intelligence

🏢 Enterprise

📋 Description

• 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.

🎯 Requirements

• 1–3 years of experience in technical support for a SaaS product. • Excellent written and verbal communication skills — you explain technical issues clearly and concisely. • 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 — you take pride in speed and quality. • Bonus Points If: You’ve used tools like Postman, Zendesk, or FullStory to diagnose and resolve issues. • Bonus Points If: You’ve worked in a startup or early-stage environment and helped shape support processes or playbooks. • Bonus Points If: You have experience supporting non-technical customers in industrial, logistics, or distribution contexts. • Bonus Points If: You’ve built or refined internal support workflows, macros, or dashboards.

🏖️ Benefits

• Remote-first flexibility: Work anywhere in North or South America. • High impact: Your work directly shapes the customer experience and defines our standard for speed and quality. • Collaborative culture: Partner with engineers, CSMs, and product leaders solving real-world challenges. • Bootstrapped & profitable: Stability and autonomy — no fundraising distractions or shifting investor goals. • Tight-knit, low-ego team: Join a group of builders passionate about excellence.