SaaS Support & Customer Success Specialist

Trinnex; Erie (Erie County); On-site; USD 60,000 - 90,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption.

You will contribute to knowledge base content, customer training, and communicate product updates. Travel may be required; domestic/international; 2 years of SaaS support experience preferred.

Qualifications

• Bachelor's degree required.
• 2 years of related experience.
• Experience in B2B SaaS support or customer success is preferred.
• Familiarity with API logs is a plus.

Responsibilities

• Serve as the primary point of contact for customer technical support via Zendesk.
• Troubleshoot SaaS platform issues and deliver timely resolutions.
• Collaborate with Engineering and Product to escalate bugs and improvements.
• Monitor SLAs and maintain Zendesk workflows and reporting.
• Create knowledge base content and support customer training initiatives.
• Assist Sales with technical demos and onboarding materials.
• Support customer health checks and retention initiatives.

Skills

B2B SaaS support

Web apps & API basics

Zendesk & Azure DevOps

Strong communication

Root-cause analysis

Demos & training

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption.

You will contribute to knowledge base content, customer training, and communicate product updates. Travel may be required; domestic/international; 2 years of SaaS support experience preferred.