SaaS Support Engineer

Trinnex; Rochester (NH); On-site; USD 65,000 - 90,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team in Rochester, NH. You will act as a product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution, while collaborating with Product, Engineering, Sales and Customer Success.

You will also help scale support operations by creating knowledge base content, supporting training initiatives, and communicating product enhancements to users, with a focus on

Qualifications

• Bachelor's degree required.
• 2+ years of related experience in SaaS or IT support.
• Experience in B2B SaaS and customer-facing scenarios preferred.

Responsibilities

• Serve as the primary point of contact for customer tech support through Zendesk.
• Troubleshoot SaaS platform issues and deliver timely resolutions.
• Collaborate with Engineering and Product to escalate bugs and improvements.
• Monitor queues and SLAs; maintain Zendesk workflows.
• Develop knowledge base articles and customer training materials.
• Support onboarding, product demos, and user adoption initiatives.

Skills

SaaS Support

Zendesk

API basics

Cross-functional collaboration

Communication

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team in Rochester, NH. You will act as a product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution, while collaborating with Product, Engineering, Sales and Customer Success.

You will also help scale support operations by creating knowledge base content, supporting training initiatives, and communicating product enhancements to users, with a focus on