About Confidencial (Apenas para Cadastrados)

Confidencial (Apenas para Cadastrados) 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 80-person team (~50 in engineering), located across North and South America.

The Role

We’re hiring a Technical Support Agent to help distributors get fast, effective support as they scale on Confidencial (Apenas para Cadastrados). 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.

this role will be expected to work MST/PST hours

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 Do

• 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.

What You'll Bring

• 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.

Bonus Points

• 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.

Why Join Confidencial (Apenas para Cadastrados)

• 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

Confidencial (Apenas para Cadastrados).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.