Technical Support Agent - Brazil, 12-9pm BRT

📋 Description

• Respond to customer inquiries via live chat and email, maintaining a 1-minute first response time.
• Troubleshoot product and integration issues; escalate to Support Engineers when needed.
• Use Postman to test API endpoints and SQL to run basic queries.
• Investigate customer behavior using FullStory session data.
• Collaborate with CSMs and Solutions team for onboarding and post-launch support.
• Document resolutions and update Zendesk macros and knowledge base articles; identify recurring issues and propose improvements.

🎯 Requirements

• Typically, 1–3 years of experience in technical support for a SaaS product.
• Excellent written and verbal communication — explain technical issues clearly.
• 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 — speed and quality.

🎁 Benefits

• You’ve used 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.