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Mid LevelFull-timeAIAPI
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Agent to join Canals, a fully remote, profitable startup transforming the industrial supply chain with AI. This role involves helping distributors get fast, effective support as they scale on our platform, maintaining a 1-minute average response time.
Key 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.
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.
