Technical Support Agent

🔥 16 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Canals

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🏢 Enterprise

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.

📋 Description

• 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

• 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

• 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