Technical Support Agent
New
C
CanalsSaaS, Distribution
Brazil, 9 - 6pm BRTFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1–3 years
- Required Skills
- SQLRESTful APIsSaaSZendeskPostmanTroubleshootingTechnical support
Requirements
- 1–3 years of experience in technical support for a SaaS product.
- Excellent written and verbal communication skills.
- Ability to explain technical issues clearly and concisely to non-technical users.
- Highly organized, proactive, and comfortable in a fast-moving startup environment.
- Strong sense of urgency regarding support speed and quality.
- Experience using Zendesk, Postman, or FullStory to diagnose and resolve issues.
- Experience working in a startup or early-stage environment helping shape support processes.
- Experience supporting non-technical customers in industrial, logistics, or distribution contexts.
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.
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