Canals · 4 hours ago
Technical Support Agent - North America
United States
Full-time
Remote
Entry, Mid Level
1+ years expCanals is a fully remote startup transforming the industrial supply chain with AI. The Technical Support Agent will provide fast, effective support to distributors, troubleshoot technical issues, and collaborate with various teams to ensure a seamless customer experience.
Computer Software
Responsibilities
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
Qualification
Required
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
Preferred
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
Remote-first, flexible work environment across North and South America.
Culture of ownership: moving fast while putting quality first
Company
Canals
Canals provides software that automates order entry, accounts payable, and purchasing workflows in distribution.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase