Technical Support Agent - Brazil, 9 - 6pm BRT

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

Provide fast, effective technical support to wholesale distributors using Canals, keeping first-response time near one minute via live chat and email. Troubleshoot product and integration issues, test APIs with Postman, and validate/debug with SQL. Use FullStory session data to investigate customer behavior, collaborate with Product/Engineering/CSM for escalations and onboarding, and document fixes in Zendesk macros and knowledge base articles while spotting recurring issues.

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FursaFursa
Canals
Canals
1 day ago

Technical Support Agent - Brazil, 9 - 6pm BRT

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Provide fast, effective technical support to wholesale distributors using Canals, keeping first-response time near one minute via live chat and email. Troubleshoot product and integration issues, test APIs with Postman, and validate/debug with SQL. Use FullStory session data to investigate customer behavior, collaborate with Product/Engineering/CSM for escalations and onboarding, and document fixes in Zendesk macros and knowledge base articles while spotting recurring issues.
Location: Porto Alegre, São Paulo, Rio de Janeiro, Curitiba
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Respond to customer inquiries via live chat and email while maintaining a 1-minute average first response time.
  • •Troubleshoot product and integration issues and escalate to Support Engineers or Product when needed.
  • •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.
  • •Document resolutions and update Zendesk macros and knowledge base articles, and identify recurring issues for process or product improvements.

Key Requirements

  • •1–3 years of experience in technical support for a SaaS product.
  • •Strong written and verbal communication skills to explain technical issues clearly.
  • •Ability to translate complex topics for non-technical users.
  • •Highly organized and proactive, comfortable in a fast-moving startup environment.
  • •Genuine sense of urgency with a focus on speed and quality.
Experience:SaaSTechnical support
Skills:CommunicationProblem-solvingOrganizationProactivityUrgency
Tech Stack:ZendeskPostmanFullStorySQLAPI

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