Respond 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.

Typically, 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.
You'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.

We're profitable: stability without the chaos or 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 first
Remote-first, flexible work environment across North and South America.
Stellar product-market fit with tons of customer love
All star team with diverse backgrounds to collaborate with and learn from

Technical Support Agent

Key skills