SaaS Support Analyst — Customer-Focused Tech Expert

Trinnex; Milwaukee (WI); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex seeks a technically savvy SaaS Technical Support Analyst to drive customer success through expert support, troubleshooting, and knowledge sharing. You will collaborate with Product, Engineering, and Sales to resolve issues and improve the user experience.

Responsibilities include handling Zendesk tickets, developing knowledge base content, and supporting onboarding and training. This role emphasizes strong communication and the ability to explain complex tech to non-technical users.

Qualifications

• Bachelor's degree required.
• 2 years of related experience in SaaS tech support, IT help desk, or customer success.
• Experience with SaaS platforms, web apps, and API basics.
• Ability to review API logs and explain technical concepts to non-technical users.

Responsibilities

• Serve as primary contact for SaaS technical support via Zendesk.
• Troubleshoot platform issues and coordinate with Engineering and Product teams.
• Maintain Zendesk workflows, monitor SLAs, and report on support metrics.
• Develop knowledge base content and provide customer training materials.
• Assist Sales with technical demos and onboarding materials.

Skills

B2B SaaS support

Zendesk

Azure DevOps

API fundamentals

Strong communication

Troubleshooting

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex seeks a technically savvy SaaS Technical Support Analyst to drive customer success through expert support, troubleshooting, and knowledge sharing. You will collaborate with Product, Engineering, and Sales to resolve issues and improve the user experience.

Responsibilities include handling Zendesk tickets, developing knowledge base content, and supporting onboarding and training. This role emphasizes strong communication and the ability to explain complex tech to non-technical users.