SaaS Support Engineer — Customer Success & Knowledge Base

Trinnex; Henderson (NV); 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. 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 to resolve customer challenges, improve the user experience, and drive adoption and retention.

Qualifications

• Bachelors degree required.
• 2 years of related experience in SaaS technical support, IT help desk, customer success, or a related role.
• Experience with web applications, SaaS platforms, and API fundamentals; API logs review is a plus.

Responsibilities

• Serve as the primary point of contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues, investigate bugs, and provide timely, customer-focused resolutions.
• Collaborate with Engineering and Product teams to escalate issues and advocate for customer-driven enhancements.
• Monitor SLAs and maintain Zendesk workflows and reporting.
• Create, maintain, and publish knowledge base articles and tutorials.

Skills

SaaS support

Zendesk

Azure DevOps

Communication

API logs

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. 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 to resolve customer challenges, improve the user experience, and drive adoption and retention.