Technical Support Agent at Canals

Canals builds software for wholesale distributors, helping them operate more efficiently through automation and AI. Their customers handle critical materials like electrical supplies, plumbing products, roofing materials, and HVAC equipment, relying on Canals to process orders, manage purchasing, and streamline workflows.

The company is a profitable, rapidly growing organization with around 100 employees across North and South America. They prioritize building exceptional products, hiring top talent, and fostering an environment where employees can excel.

The Role

Canals is hiring a Technical Support Agent to provide fast, effective support as distributors scale on their platform. Their customers depend on Canals for mission-critical workflows, and the team maintains an average response time of 1 minute.

Key responsibilities include troubleshooting technical issues, guiding users through tools, and collaborating with Product, Engineering, and Customer Success to ensure a seamless experience. You’ll also gain exposure to systems like Zendesk, Postman, FullStory, and SQL to diagnose and resolve issues.

Ideal candidates are sharp communicators with strong technical instincts and a passion for solving problems quickly and clearly.

What You’ll Do

• Respond to customer inquiries via live chat and email, maintaining a 1-minute average first response time.
• Troubleshoot product and integration issues, escalating to Support Engineers or Product when necessary.
• 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 Customer Success Managers (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

• 1–3 years of experience in technical support for a SaaS product.
• Excellent written and verbal communication skills to 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, taking pride in both speed and quality.

Bonus Points

• Experience using tools like Postman, Zendesk, or FullStory for issue diagnosis and resolution.
• Work experience in a startup or early-stage environment, helping shape support processes or playbooks.
• Experience supporting non-technical customers in industrial, logistics, or distribution contexts.
• Experience building or refining internal support workflows, macros, or dashboards.