SaaS Support Engineer: Tech Troubleshooter & Trainer

Trinnex; Montgomery (AL); On-site; USD 65,000 - 90,000; Full time

Job summary

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 SaaS solutions through responsive technical support, troubleshooting, and issue resolution, working closely with Product, Engineering, Sales, and Customer Success.

In addition to managing support requests, you will help scale our support operations by creating knowledge base content, supporting

Qualifications

• Bachelor's degree required; 2+ years in related field.
• Experience in B2B SaaS support or IT help desk preferred.
• Strong written and verbal communication; able to explain technical concepts to non-technical users.

Responsibilities

• Handle and triage support requests via Zendesk.
• Troubleshoot SaaS platform issues and resolve customer problems.
• Collaborate with Engineering and Product to escalate and address bugs.
• Create, review, and publish knowledge base content and tutorials.
• Assist in customer onboarding and training sessions.
• Support customer success with proactive health checks and feature adoption.

Skills

B2B SaaS

Troubleshooting

Customer communication

API logs

Zendesk experience

Azure DevOps

Education

Bachelor's degree

2 years related experience

Tools

Zendesk

Azure DevOps

Job description

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 SaaS solutions through responsive technical support, troubleshooting, and issue resolution, working closely with Product, Engineering, Sales, and Customer Success.

In addition to managing support requests, you will help scale our support operations by creating knowledge base content, supporting