SaaS Support Engineer — Customer Success & Knowledge Base

Trinnex; Bellevue (WA); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive support, troubleshooting, and issue resolution. You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges, improve the user experience, and drive adoption.

You will also contribute to scalable support by building knowledge articles, training materials, and communicating product updates to users, while maintaining strong SLAs and

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.

Responsibilities

• Serve as the primary point of contact for customer technical support requests through Zendesk.
• Troubleshoot SaaS platform issues and investigate bugs to provide timely resolutions.
• Collaborate with Engineering and Product teams to escalate critical issues and suggest customer-driven enhancements.
• Monitor support queues and SLAs; administer Zendesk workflows and reporting.
• Create and maintain knowledge base content, FAQs, and tutorials for internal and external users.
• Assist in customer onboarding, training materials, and workshops to drive adoption and retention.

Skills

B2B SaaS experience

Technical support

API fundamentals

Zendesk

Azure DevOps

Communication skills

Issue troubleshooting

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive support, troubleshooting, and issue resolution. You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges, improve the user experience, and drive adoption.

You will also contribute to scalable support by building knowledge articles, training materials, and communicating product updates to users, while maintaining strong SLAs and