**Technical Support Agent** --------------------------- **Remote – North America or LATAM \| Full\-Time \| Canals AI** ### **About Canals** Canals is a bootstrapped, profitable startup transforming wholesale distribution (a trillion\-dollar industry) with AI. Our platform integrates seamlessly with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe. We’re a 55\-person, fully remote team operating at millions in ARR and growing rapidly — all without outside funding. ### **The Opportunity** 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 We’re Looking For** * 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 If** * 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** * **Bootstrapped \& profitable:** Stability and autonomy — no fundraising distractions or shifting investor goals. * **High impact:** Your work directly shapes the customer experience and defines our standard for speed and quality. * **Collaborative culture:** Partner with engineers, CSMs, and product leaders solving real\-world challenges. * **Remote\-first flexibility:** Work anywhere in North or South America. * **Product\-market fit:** Customers love what we’ve built — and growth is accelerating. * **Tight\-knit, low\-ego team:** Join a group of builders passionate about excellence.