Technical Support Agent - MST/PST

ABOUT CANALS Canals is a fully remote, profitable startup transforming the industrial supply chain ($10T industry) with AI. Our platform seamlessly integrates with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe. We’re a 80-person team (~50 in engineering), located across North and South America. THE ROLE We’re hiring a Technical Support Agent to help distributors get fast, effective support as they scale on Canals. Our customers rely on our platform for mission-critical workflows — and maintaining a 1-minute average response time is part of what sets our team apart. this role will be expected to work MST/PST hours You’ll troubleshoot technical issues, guide users through our tools, and collaborate with Product, Engineering, and Customer Success to ensure a seamless customer experience. You’ll also gain exposure to the systems that power our platform — working with tools like Zendesk, Postman, FullStory, and SQL to diagnose and resolve issues. If you’re a sharp communicator with strong technical instincts and love solving problems quickly and clearly, this role is for you. WHAT YOU’LL DO - 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. WHAT YOU'LL BRING - 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. WHY JOIN CANALS - We're profitable: stability without the chaos or 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 Canals.ai is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age.