SaaS Support Engineer | Customer Success & Training
Trinnex
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Job summary
Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join a growing team. You will act as a product expert, resolving customer issues, contributing to knowledge base content, and supporting onboarding and training initiatives while coordinating with Product, Engineering, Sales and Customer Success.
You will help drive adoption, retention and a high-quality user experience through effective troubleshooting and clear communication.
Qualifications
- B2B SaaS technical support or related role experience.
- Understanding of web apps, SaaS, and API basics; API logs experience a plus.
- Experience with Zendesk and Azure DevOps.
- Strong communication to explain technical concepts.
- Ability to analyze issues and identify root causes with minimal supervision.
- Experience presenting software functionality and training customers.
Responsibilities
- Serve as primary contact for customer technical support via Zendesk.
- Troubleshoot SaaS platform issues and deliver timely resolutions.
- Collaborate with Engineering to track bugs and advocate enhancements.
- Monitor SLAs and maintain Zendesk workflows and reports.
- Communicate status and product updates to customers proactively.
- Create knowledge base content and customer training materials.
- Support onboarding sessions and customer success initiatives.
Skills
Education
Tools
Job description
Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join a growing team. You will act as a product expert, resolving customer issues, contributing to knowledge base content, and supporting onboarding and training initiatives while coordinating with Product, Engineering, Sales and Customer Success.
You will help drive adoption, retention and a high-quality user experience through effective troubleshooting and clear communication.
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