**About Canals**:Canals is a fully remote, profitable startup transforming the industrial supply chain ($10T industry) with AI.Our platform seamlessly integrates with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe.We're a 70-person team (~45 in engineering), located across North and South America.
**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**:- 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 You'll Bring**:- 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.
**Bonus Points**:- 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**:- **We're profitable**: stability without the chaos of venture pivots.
- **Real-world impact**: your work improves global supply chains, saving customers time and reducing waste.
- **Strong engineering culture**: we invest in quality and documentation to keep moving fast sustainably.
- **Culture of ownership**:moving fast while putting quality first- **Remote-first, versátil work environment** across North and South America.
- **Stellar product-market fit** with tons of customer love- **All star team** with diverse backgrounds to collaborate with and learn from- Canals.ai is an equal opportunity employer.In addition to EEO being the law, it is a policy that is fully consistent with our principles.All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age._

📌 Technical Support Agent - Latam (Xico)
🏢 Canals
📍 Xico