SaaS Support Engineer - Troubleshoot, Train & Adoption

Trinnex; Missoula (MT); On-site; USD 52,000 - 78,000; 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 across our SaaS platform.

You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges, improve the user experience, and drive adoption and retention. Domestic travel may be required.

Qualifications

• Bachelor's degree required.
• 2 years of related experience in technical support or customer success.
• Experience with web applications and SaaS platforms.
• Familiarity with API fundamentals and reviewing API logs is a plus.
• Experience with Zendesk and Azure DevOps.
• Strong written and verbal communication; ability to explain complex concepts.

Responsibilities

• Serve as primary contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues and provide timely resolutions.
• Collaborate with Engineering and Product to track bugs and improvements.
• Monitor queues and SLAs; maintain Zendesk environment.
• Create knowledge base content and customer training materials.
• Support onboarding sessions, workshops, and product training.
• Assist Sales with technical demos and discussions.
• Support customer health checks and retention strategies.
• Explain new features and product roadmap to users.

Skills

B2B SaaS support

IT help desk

Customer success

Web apps

SaaS platforms

API fundamentals

Zendesk

Azure DevOps

Written communication

Verbal communication

Root cause analysis

Product demos

Education

Bachelor's degree

2 years experience

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 across our SaaS platform.

You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges, improve the user experience, and drive adoption and retention. Domestic travel may be required.