SaaS Support Engineer for Customer Success

Trinnex

Harrisburg (Dauphin County)

On-site

USD 78,000 - 129,000

Full time

13 days ago

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Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team. You will serve as a trusted product expert, providing responsive technical support, troubleshooting, and issue resolution for our customers across the country.

You will work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve user experience, and drive adoption. Travel may be required to support onboarding and training initiatives.

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 Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions.
Partner with Engineering and Product teams to elevate issues and advocate for customer-driven enhancements.
Monitor ticket queues and SLAs to ensure targets are met.
Administer and maintain the Zendesk environment and reporting.
Communicate issue status and product updates to customers.