Technical Support Agent (SaaS)

Location: Remote; candidates located in Porto Alegre, Curitiba, Joinville, Rio de Janeiro, or São Paulo

Company

hirify.global builds software for wholesale distributors, using automation and AI to streamline 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 1-minute average first response time.
• Troubleshoot product and integration issues, escalating cases to Support Engineering or Product when needed.
• Use Postman to test API endpoints, SQL for basic debugging and validation queries, and FullStory session data to investigate customer behavior.
• Collaborate with Customer Success Managers and the Solutions team during onboarding and post-launch support.
• Document resolutions and maintain Zendesk macros and knowledge base articles.
• Identify recurring issues and propose process or product improvements.

Requirements

• 1–3 years of experience in technical support for a SaaS product.
• Excellent 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 to diagnose and resolve issues.
• Startup or early-stage experience, including shaping support processes or playbooks.
• Experience supporting non-technical customers in industrial, logistics, or distribution contexts.
• Experience building or refining internal support workflows, macros, or dashboards.

Culture & Benefits

• Remote-first, flexible work environment with a team distributed across North and South America.
• Opportunity to work on software supporting companies in the wholesale distribution industry and mission-critical business operations.
• Environment focused on ownership, transparency, continuous improvement, and meaningful impact.
• Collaboration with ambitious and thoughtful teammates in a rapidly growing, profitable company.
• Strong emphasis on hiring, professional development, and enabling people to do the best work of their careers.