SaaS Support Lead & Customer Success Champion

Trinnex; Lincoln (NE); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to deliver responsive technical support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve UX, and drive adoption and retention.

You will contribute to knowledge base content, training initiatives, and communicate product updates to users, while maintaining SLAs and ensuring scalable support operations.

Qualifications

• Bachelor's degree required.
• 2+ years related experience preferred.
• May require 10% travel.

Responsibilities

• Serve as the primary point of contact for customer technical support through Zendesk.
• Troubleshoot SaaS platform issues and deliver timely resolutions.
• Create knowledge base content and training materials for internal and external users.
• Collaborate with Engineering, Product, Sales, and Customer Success to improve the user experience.

Skills

B2B SaaS support

Customer 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 deliver responsive technical support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve UX, and drive adoption and retention.

You will contribute to knowledge base content, training initiatives, and communicate product updates to users, while maintaining SLAs and ensuring scalable support operations.