Technical Support Agent (SaaS)

Location: Remote in Porto Alegre, Curitiba, Joinville, Rio de Janeiro, or São Paulo, Brazil

Company

hirify.global builds SaaS software using automation and AI to help wholesale distributors manage orders, purchasing, accounts payable, and other critical business workflows.

What you will do

• Respond to customer inquiries through live chat and email while maintaining a one-minute average first response time.
• Troubleshoot product and integration issues, escalating complex cases to Support Engineering or Product.
• Use Postman for API endpoint testing, SQL for basic debugging and validation queries, and FullStory to investigate customer behavior.
• Collaborate with Customer Success Managers and Solutions teams on onboarding and post-launch support.
• Document resolutions and maintain Zendesk macros and knowledge base articles.
• Identify recurring issues and propose product or process improvements.

Requirements

• 1–3 years of technical support experience for a SaaS product.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly and concisely.
• Ability to translate complex technical topics for non-technical users.
• Highly organized, proactive, and comfortable working in a fast-moving startup environment.
• A strong sense of urgency and commitment to both speed and quality.

Nice to have

• Experience using Postman, Zendesk, or FullStory for troubleshooting.
• Startup or early-stage company experience, including support process or playbook development.
• Experience supporting non-technical customers in industrial, logistics, or distribution contexts.
• Experience building or refining support workflows, macros, or dashboards.

Culture & Benefits

• Remote-first, flexible work environment distributed across North and South America.
• Opportunity to contribute to a profitable, rapidly growing company with strong product-market fit.
• Emphasis on ownership, transparency, continuous improvement, and meaningful individual impact.
• Collaboration with thoughtful and ambitious teammates in an environment focused on professional development.