SaaS Support Engineer: Customer-First Tech Advocate

Trinnex; Carlsbad (CA); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy and customer-focused SaaS Technical Support Analyst to join our growing team. In this role, you will serve as a trusted product expert, helping customers maximize the value of our solutions through responsive technical support, troubleshooting, and issue resolution.

You will work closely with Product, Engineering, Sales, and Customer Success teams to resolve customer challenges, improve the user experience, and drive customer adoption and retention.

Qualifications

• Experience in a B2B SaaS technical support or related role.
• Understanding of web applications, SaaS platforms, and API fundamentals.

Responsibilities

• Serve as the primary point of contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues and deliver timely, customer-focused resolutions.
• Collaborate with Engineering and Product to track bugs and advocate enhancements.
• Monitor support metrics and SLA adherence.
• Create, maintain, and publish knowledge base content and tutorials.
• Assist in customer onboarding, training materials, and product demonstrations.

Skills

B2B SaaS support

API logs understanding

Zendesk

Azure DevOps

Strong communication

Troubleshooting

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy and customer-focused SaaS Technical Support Analyst to join our growing team. In this role, you will serve as a trusted product expert, helping customers maximize the value of our solutions through responsive technical support, troubleshooting, and issue resolution.

You will work closely with Product, Engineering, Sales, and Customer Success teams to resolve customer challenges, improve the user experience, and drive customer adoption and retention.