Technical Support Agent - Brazil, 12-9pm BRT

Canals
Porto Alegre, São Paulo, Rio de Janeiro, Curitiba, Santa Catarina
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Organization","Attention to detail"]

Join Canals as a Technical Support Agent delivering fast, clear technical assistance for a SaaS platform used by distributors. You’ll troubleshoot issues with Zendesk, Postman, FullStory, and SQL, maintain a 1-minute first response time, collaborate with Product, Engineering, and Customer Success, and help scale onboarding and post-launch support in a fully remote, North/South America team.

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Canals
Canals
4 months ago

Technical Support Agent - Brazil, 12-9pm BRT

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Last checked: 4 hours agoStatus: Live

Job Summary

Join Canals as a Technical Support Agent delivering fast, clear technical assistance for a SaaS platform used by distributors. You’ll troubleshoot issues with Zendesk, Postman, FullStory, and SQL, maintain a 1-minute first response time, collaborate with Product, Engineering, and Customer Success, and help scale onboarding and post-launch support in a fully remote, North/South America team.
Location: Porto Alegre, São Paulo, Rio de Janeiro, Curitiba, Santa Catarina
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key 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.

Key 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.
Experience:SaaSStartupRemote workIndustrial/logistics context
Skills:CommunicationProblem-solvingOrganizationAttention to detail
Tech Stack:ZendeskPostmanFullStorySQL

Company Brief

Canals
Canals provides AI-powered automation for distributors to convert unstructured customer requests (emails, PDFs, spreadsheets) into ERP-ready quotes, orders, and accounts payable workflows, reducing manual entry and speeding quoting and payment processes.
Industry: Supply Chain Technology
Company Size: Small (11 to 50 employees)
Headquarters: Coral Gables, United States
Founded: 2021
WebsiteLinkedIn