SaaS Support Engineer for Customer Success & Troubleshooting

Trinnex; Spokane (WA); Sur place; USD 78 000 - 129 000; Plein temps

Résumé du poste

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team. You will serve as a trusted product expert, helping customers maximize value through responsive technical support, troubleshooting, and issue resolution.

You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption. You will also create knowledge base content, support training initiatives, and communicate product enhancements to users, while

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.
• 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.

Responsabilités

• 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, and customer-focused resolutions.
• Partner with Engineering and Product teams to elevate critical issues, track bug resolution, and advocate for customer-driven enhancements.
• Monitor ticket queues and support metrics to ensure service level agreements (SLAs) are consistently achieved.
• Administer and maintain the Zendesk support environment, workflows, and reporting.
• Communicate issue status, product updates, and release impacts to customers in a clear and proactive manner.

Connaissances

B2B SaaS support

Technical support

Excellent communication

Demonstrations & training

Problem solving

Customer success

Formation

Bachelor's degree

Outils

Zendesk

Azure DevOps

Description du poste

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team. You will serve as a trusted product expert, helping customers maximize value through responsive technical support, troubleshooting, and issue resolution.

You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption. You will also create knowledge base content, support training initiatives, and communicate product enhancements to users, while