SaaS Support & Product Expert

Trinnex; Detroit (MI); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex in the United States is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive support and issue resolution. You will collaborate 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, and communicating product updates. Domestic travel may be required; strong communication and problem-solving skills are

Qualifications

• Bachelor's degree required.
• 2 years of related experience.
• Experience in B2B SaaS support or IT help desk.

Responsibilities

• Lead technical support via Zendesk and manage SLAs.
• Troubleshoot SaaS platform issues and coordinate with Engineering.
• Develop knowledge base content and training materials.
• Support sales demos and customer onboarding.
• Assist in customer success and retention strategies.

Skills

B2B SaaS support

Web apps & APIs

Zendesk & Azure DevOps

Clear communication

Root-cause analysis

Software demos

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex in the United States is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive support and issue resolution. You will collaborate 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, and communicating product updates. Domestic travel may be required; strong communication and problem-solving skills are