[Hiring] Technical Support Agent @Canals

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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

• We're building software that solves real problems for an industry that keeps the world running.
• 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.