SaaS Support Engineer: Troubleshooting & Training

Trinnex

Wheeling (WV)

On-site

USD 78,000 - 129,000

Full time

14 days+

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Job summary

Trinnex seeks 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 closely with Product, Engineering, Sales, and Customer Success to resolve challenges and improve the user experience. You will also contribute to knowledge base content, customer training initiatives, and communicating product

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; API logs are a plus.
Experience with Zendesk and Azure DevOps for support and development workflows.
Strong written and verbal communication skills for non-technical audiences.
Ability to analyze issues, identify root causes, and craft effective solutions with limited supervision.
Experience presenting software functionality, demonstrations, and customer training.

Responsibilities

Serve as the primary contact for customer technical support via Zendesk and monitor SLAs.
Troubleshoot SaaS platform issues, investigate bugs, and provide timely resolutions.
Collaborate with Engineering and Product to escalate issues and drive enhancements.
Create and maintain knowledge base content, FAQs, and user tutorials.
Support sales demos, onboarding, training materials, and customer success initiatives.
Assist in onboarding sessions and customer health checks to boost adoption.