SaaS Support & Solutions Engineer

Trinnex; San Diego (CA); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team in San Diego. You will act as a product expert, resolving complex issues, and driving customer adoption through proactive support, training, and knowledge-base development.

You will partner with Product, Engineering, Sales, and Customer Success, manage Zendesk queues, and contribute to scalable support operations while helping customers maximize value from our solutions.

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; experience reviewing API logs is a plus.
• Experience with support and development tools such as Zendesk and Azure DevOps.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical audiences.
• Ability to analyze technical issues, identify root causes, and develop effective solutions with limited supervision.
• Experience presenting software functionality, conducting demonstrations, and supporting customer training sessions.

Responsibilities

• Serve as the primary point of contact for customer technical support requests through the Zendesk ticketing system.
• Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate, and customer-focused resolutions.
• Partner with Engineering and Product teams to elevate critical issues, track bug resolution, and advocate for customer-driven enhancements.
• Monitor ticket queues and support metrics to ensure service level agreements (SLAs) are consistently achieved.
• Administer and maintain the Zendesk support environment, workflows, and reporting.
• Communicate issue status, product updates, and release impacts to customers in a clear and proactive manner.

Skills

SaaS technical support

Zendesk

Azure DevOps

Strong communication

Troubleshooting

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team in San Diego. You will act as a product expert, resolving complex issues, and driving customer adoption through proactive support, training, and knowledge-base development.

You will partner with Product, Engineering, Sales, and Customer Success, manage Zendesk queues, and contribute to scalable support operations while helping customers maximize value from our solutions.