SaaS Support Engineer — Customer Success & Growth

Trinnex

City of Albany (NY)

On-site

USD 78,000 - 129,000

Full time

10 days ago

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Job summary

Trinnex seeks a technically savvy SaaS Technical Support Analyst to serve as a trusted product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution. You will collaborate with Product, Engineering, Sales, and Customer Success teams to resolve challenges and boost adoption.

Responsibilities include leading Zendesk-based support, creating knowledge content, and contributing to training and onboarding initiatives to drive customer retention and

Qualifications

Bachelor's degree in a relevant field.
2 years of related experience.
Equivalent additional directly related experience will be considered in lieu of a degree.

Responsibilities

Serve as the primary point of contact for customer technical support requests through the Zendesk ticketing system.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions.
Partner with Engineering and Product teams to elevate issues and advocate for customer-driven enhancements.
Monitor ticket queues and SLAs to ensure consistent service.
Administer and maintain the Zendesk environment, workflows, and reporting.
Communicate issue status and product updates to customers clearly.

Skills

SaaS support experience

Customer communication

Technical troubleshooting

Cross-functional collaboration

Product demonstrations

Training delivery

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Responsibilities include leading Zendesk-based support, creating knowledge content, and contributing to training and onboarding initiatives to drive customer retention and

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