What are the responsibilities and job description for the Technical Support Agent - North America position at Canals AI?
About CanalsCanals 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 70-person team (~45 in engineering), located across North and South America. The RoleWe’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.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 DoRespond 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 BringTypically, 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 PointsYou’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 CanalsWe're profitable: stability without the chaos of venture 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 firstRemote-first, flexible work environment across North and South America.Stellar product-market fit with tons of customer loveAll star team with diverse backgrounds to collaborate with and learn fromCanals.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.
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