Technical Support Agent - Brazil
CanalsAI-powered workflow company
Porto AlegreMid
Base10 Partners
Applico Capital
Operations & StrategyNew
About the role
TL;DR
Provide fast, effective technical support to SaaS customers via live chat and email.
- •About Canals Canals builds software for wholesale distributors, helping them operate more efficiently through automation and AI.
- •Our customers are the companies responsible for moving the materials that power the real economy; electrical supplies, plumbing products, roofing materials, HVAC equipment, and more.
- •Every day, thousands of people rely on Canals to help process orders, manage purchasing, handle accounts payable, and streamline critical business workflows.
- •We're a profitable, rapidly growing company with a team of roughly 140 people distributed across North and South America.
- •We care deeply about building great products, hiring exceptional people, and creating an environment where talented individuals can do the best work of their careers.
- •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.
- •What You’ll Do 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.
- •What You'll Bring 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 We're building software that solves real problems for an industry that keeps the world running.
- •Our customers rely on our platform every day to operate their businesses.
- •We've found strong product-market fit and continue to grow quickly, creating opportunities for people who want to have a meaningful impact on the trajectory of a company.
- •We believe great people build great companies.
- •That's why we invest heavily in hiring, development, and creating an environment where talented individuals can do the best work of their careers.
- •You'll work alongside ambitious, thoughtful teammates who care deeply about what they do, challenge each other directly, and have a lot of fun along the way.
- •We value ownership, transparency, and continuous improvement.
- •Good ideas can come from anywhere, and people are trusted to make things happen.
- •We're remote-first, flexible, and distributed across North and South America, bringing together talented people from a wide range of backgrounds and experiences.
- •Canals.ai is an equal opportunity employer.
- •In addition to EEO being the law, it is a policy that is fully consistent with our principles.
- •All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age.
Required skills
SQLPostman
Domain expertise
logisticsproductivity
Tech stack
PostmanSQL