Technical Support Agent - Brazil, 12-9pm BRT

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 onboard...