SaaS Support Engineer & Knowledge Base Advocate

Trinnex; Duluth (MN); On-site; USD 70,000 - 110,000; Full time

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, helping customers maximize value through responsive technical support, troubleshooting, and issue resolution.

You will work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve user experience, and drive adoption and retention. Knowledge base content creation and customer training support are also key parts of the role.

Qualifications

• Bachelor’s degree required.
• 2 years of related experience.
• Experience in B2B SaaS support preferred.
• Experience with Zendesk and Azure DevOps is a plus.

Responsibilities

• Serve as the primary point of contact for customer technical support via Zendesk.
• Troubleshoot SaaS platform issues and deliver timely, accurate resolutions.
• Collaborate with Engineering and Product teams to escalate issues and drive enhancements.
• Monitor ticket queues and SLAs to ensure reliable support.
• Administer and maintain the Zendesk environment, workflows and reporting.

Skills

B2B SaaS support

Web apps

API basics

Communication

Troubleshooting

Cross-functional collaboration

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

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 work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve user experience, and drive adoption and retention. Knowledge base content creation and customer training support are also key parts of the role.