Technical Support Agent

🕒 April 8

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 54%

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, 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

• Typically, 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: You’ve used tools like Postman, Zendesk, or FullStory to diagnose and resolve issues. • You’ve worked in a startup or early-stage environment and helped shape support processes or playbooks. • You have experience supporting non-technical customers in industrial, logistics, or distribution contexts. • You’ve built or refined internal support workflows, macros, or dashboards.

🏖️ Benefits

• Real-world impact: your work improves global supply chains, saving customers time and reducing waste. • Strong engineering culture: we invest in quality and documentation to keep moving fast sustainably. • Culture of ownership: moving fast while putting quality first. • Remote-first, flexible work environment across North and South America. • Stellar product-market fit with tons of customer love. • All star team with diverse backgrounds to collaborate with and learn from.