SaaS Support Engineer – Customer Success & Tech Enablement

Trinnex; Charlotte (NC); 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 the value of our solutions. You will resolve issues, develop knowledge-base content, and collaborate with Product, Engineering, and Customer Success teams to drive adoption and retention.

Responsibilities include leading support via Zendesk, troubleshooting platform issues, and creating tutorials and onboarding materials to scale support operations.

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.

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, accurate resolutions.
• Partner with Engineering and Product teams to elevate critical issues and advocate for customer-driven enhancements.
• Monitor ticket queues and support metrics to ensure SLAs are achieved.

Skills

Customer-focused communication

Troubleshooting

Problem solving

API fundamentals

Written and verbal communication

Cross-functional collaboration

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions. You will resolve issues, develop knowledge-base content, and collaborate with Product, Engineering, and Customer Success teams to drive adoption and retention.

Responsibilities include leading support via Zendesk, troubleshooting platform issues, and creating tutorials and onboarding materials to scale support operations.