Canals

Compensation

Full Description

Job Description: • 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. 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. • 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. Benefits: • 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, flexible 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