SaaS Support Pro: Troubleshooting, Training & Success

Trinnex; Sparks (NV); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex seeks a technically savvy SaaS Technical Support Analyst to act as a trusted product expert, delivering responsive support, troubleshooting, and issue resolution for customers. You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges and foster adoption and retention.

You will contribute to knowledge content, customer training, and communicating product updates, while helping scale support operations and improve user experience.

Qualifications

• Experience in a B2B SaaS technical support or related role.
• Understanding of web apps, SaaS platforms, and API basics; API logs review is a plus.
• Experience with Zendesk and Azure DevOps.

Responsibilities

• Serve as the primary point of contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions to customers.

Skills

SaaS support

Customer success

API logs reading

Zendesk

Azure DevOps

Clear communication

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex seeks a technically savvy SaaS Technical Support Analyst to act as a trusted product expert, delivering responsive support, troubleshooting, and issue resolution for customers. You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges and foster adoption and retention.

You will contribute to knowledge content, customer training, and communicating product updates, while helping scale support operations and improve user experience.