Technical Support Agent - Brazil, 12-9pm BRT

Job description

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 100 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.