Technical Support Agent - Brazil, 12-9pm BRT (AI)

TL;DR

Technical Support Agent (AI): Providing fast, effective technical support for distributors using an AI-powered industrial supply chain platform with an accent on troubleshooting integrations and API diagnostics. Focus on maintaining a 1-minute response time, debugging with SQL and Postman, and collaborating with Product and Engineering teams to improve the user experience.

Location: Remote (Brazil, 12-9pm BRT)

Company

AI-powered startup transforming the industrial supply chain by automating distributor workflows.

What you will do

• Respond to customer inquiries via live chat and email, maintaining a 1-minute average first response time.
• Troubleshoot product and integration issues, escalating to Support Engineers or Product teams.
• Use Postman to test API endpoints and SQL for debugging and validation.
• Analyze customer behavior and session data using FullStory.
• Collaborate with CSMs and Solutions teams to ensure smooth onboarding and post-launch support.
• Update internal knowledge base and Zendesk macros.

Requirements

• 1–3 years of experience in technical support for a SaaS product.
• Must be located in Brazil and available to work 12-9pm BRT.
• Excellent written and verbal communication skills.
• Ability to translate complex technical topics for non-technical users.
• Strong organizational skills and comfort in a fast-moving startup environment.

Nice to have

• Experience using Postman, Zendesk, or FullStory for diagnosing issues.
• Previous experience in early-stage startups.
• Experience supporting customers in industrial, logistics, or distribution contexts.

Culture & Benefits

• Remote-first, flexible work environment across North and South America.
• Culture of ownership and high engineering standards.
• Opportunity to work on a product with strong product-market fit.
• Diverse and high-performing team environment.