SaaS Support Engineer — Customer Success & Training

Trinnex; Minneapolis (MN); Presencial; USD 78 000 - 129 000; Tempo integral

Resumo da oferta

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

Qualificações

• 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.
• Experience presenting software functionality, conducting demonstrations, and supporting customer training sessions.

Responsabilidades

• Serve as the primary point of contact for customer technical support requests through Zendesk.
• Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate resolutions.
• Partner with Engineering and Product teams to elevate critical issues and advocate for enhancements.
• Monitor ticket queues and SLA adherence; administer Zendesk environments and reporting.
• Create knowledge base content, FAQs, and tutorials for internal teams and customers.
• Assist in customer onboarding, training materials, and workshops to drive adoption.

Descrição da oferta de emprego

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