Technical Support Agent - Brazil, 12-9pm BRT

About the role

We're hiring a Technical Support Agent to help distributors get fast, effective support as they scale on Canals. Our customers rely on our platform for mission-critical workflows - and maintaining a 1-minute average response time is part of what sets our team apart. 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. If you're a sharp communicator with strong technical instincts and love solving problems quickly and clearly, this role is for you.

Responsibilities

• 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.
• Why Join Canals
• Real-world impact: your work improves global supply chains, saving customers time and reducing risk.
• Strong engineering culture: we invest in quality and documentation to keep moving fast sustainably.
• Remote-first, flexible work environment across North and South America.
• Strong product-market fit with tons of customer love.
• Talent dense team with diverse backgrounds and experiences.

Benefits

Additional Information

About Canals Canals is a fully remote, profitable startup transforming the industrial supply chain ($10T industry) with AI. Our platform seamlessly integrates with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe. We're a 100 person team (60 in engineering) distributed across North and South America.

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