SaaS Support & Solutions Engineer

Trinnex; Sitka (AK); On-site; USD 75,000 - 105,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive technical support, troubleshooting, and issue resolution.

You will work closely with Product, Engineering, Sales, and Customer Success teams to resolve challenges, improve user experience, and drive adoption and retention. This role emphasizes clear communication and hands-on problem solving.

Qualifications

• Bachelor's degree is required or equivalent.
• 2 years of related experience in IT support or customer success role.
• Experience in a B2B SaaS technical support environment preferred.

Responsibilities

• Serve as primary contact for customer technical support via Zendesk.
• Troubleshoot SaaS platform issues and drive timely resolutions.
• Collaborate with Engineering and Product to address bugs and enhancements.
• Create knowledge base content and customer training materials.
• Support onboarding sessions and product demonstrations to customers.

Skills

B2B SaaS support

API basics

Zendesk

Azure DevOps

Effective communication

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive technical support, troubleshooting, and issue resolution.

You will work closely with Product, Engineering, Sales, and Customer Success teams to resolve challenges, improve user experience, and drive adoption and retention. This role emphasizes clear communication and hands-on problem solving.