Technical Support Agent - Brazil, 12-9pm BRT

We're hiring a Technical Support Agent to help distributors get fast, effective support as they scale on Canals. You'll troubleshoot technical issues, guide users through our tools, and collaborate with Product, Engineering, and Customer Success to ensure a seamless customer experience. You'll also gain exposure to the systems that power our platform, working with tools like Zendesk, Postman, FullStory, and SQL to diagnose and resolve issues.

Responsibilities

Respond to customer inquiries via live chat and email, maintaining the 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; 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

Nice to have

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