SaaS Support Engineer, Customer Success

Trinnex

Meridian (ID)

On-site

USD 78,000 - 129,000

Full time

7 days ago

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Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our team. You will act as a trusted product expert, assisting customers to maximize value through responsive technical support, troubleshooting, and issue resolution.

Collaborate with Product, Engineering, and Customer Success to improve the user experience and drive adoption. Responsibilities include managing Zendesk tickets, creating knowledge base content, and supporting training initiatives.

Qualifications

Experience in a B2B SaaS technical support, IT help desk, customer success, or related role.
Understanding of web applications, SaaS platforms, and API fundamentals; experience reviewing API logs is a plus.
Experience with support and development tools such as Zendesk and Azure DevOps.
Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical audiences.
Ability to analyze technical issues, identify root causes, and develop effective solutions with limited supervision.
Experience presenting software functionality, conducting demonstrations, and supporting customer training sessions.

Responsibilities

Serve as the primary point of contact for customer technical support requests through Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate resolutions.
Partner with Engineering and Product teams to elevate issues, track resolution, and advocate for customer-driven improvements.
Monitor ticket queues and SLAs to ensure service levels are met.
Create and maintain knowledge base content, FAQs, and tutorials.
Support onboarding, training, and workshops to drive adoption and retention.