SaaS Support Engineer | Customer Success Champion
Trinnex
A complete application in a minute — tailored resume and cover letter, ready to send.
Job summary
Trinnex is seeking a technically savvy and customer-focused SaaS Technical Support Analyst to join our growing team. You will serve as a trusted product expert, helping customers maximize the value of our cloud-based solutions through responsive technical support, troubleshooting, and issue resolution.
You will collaborate with Product, Engineering, Sales and Customer Success to resolve challenges, improve user experience, and drive adoption and retention, while contributing to knowledge base
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; ability to explain complex technical concepts to non-technical audiences.
Responsibilities
- Serve as primary point of contact for customer technical support requests via Zendesk.
- Troubleshoot SaaS platform issues and deliver timely resolutions.
- Collaborate with Engineering and Product to track issues and solicit customer-driven enhancements.
- Monitor queues and SLAs to ensure targets are met.
- Maintain Zendesk environment, workflows, and reporting.
- Develop knowledge base content and training materials.
Skills
Education
Tools
Job description
Trinnex is seeking a technically savvy and customer-focused SaaS Technical Support Analyst to join our growing team. You will serve as a trusted product expert, helping customers maximize the value of our cloud-based solutions through responsive technical support, troubleshooting, and issue resolution.
You will collaborate with Product, Engineering, Sales and Customer Success to resolve challenges, improve user experience, and drive adoption and retention, while contributing to knowledge base
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
