SaaS Support Engineer: Customer Adoption

Trinnex; Salem (OR); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex seeks a technically savvy SaaS Technical Support Analyst to help customers maximize our solutions through expert support, troubleshooting, and onboarding. You will work across Product, Engineering, Sales, and Customer Success to resolve issues and improve user experience.

You will also contribute to knowledge base content and training materials, while supporting workshops and customer health initiatives to drive adoption and retention.

Qualifications

• Bachelor's degree required; 2 years of related experience preferred.
• Experience in a B2B SaaS support, IT help desk, or customer success role.
• Strong written and verbal communication; able to explain technical concepts.
• Familiarity with Zendesk and Azure DevOps and API fundamentals is a plus.

Responsibilities

• Serve as primary contact for customer technical support via Zendesk.
• Troubleshoot SaaS platform issues and deliver timely resolutions.
• Collaborate with Engineering and Product to address bugs and enhancements.
• Create knowledge base content and user-friendly tutorials.
• Assist in customer onboarding, training materials, and workshops.

Skills

B2B SaaS support

Customer success

Technical troubleshooting

Communication skills

Problem solving

Demonstrations

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex seeks a technically savvy SaaS Technical Support Analyst to help customers maximize our solutions through expert support, troubleshooting, and onboarding. You will work across Product, Engineering, Sales, and Customer Success to resolve issues and improve user experience.

You will also contribute to knowledge base content and training materials, while supporting workshops and customer health initiatives to drive adoption and retention.