SaaS Support Specialist & Product Expert

Trinnex; Dover (DE); On-site; EUR 70,000 - 115,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team. You will be the product expert, resolving customer issues, improving the user experience, and supporting adoption across our platform.

You will collaborate with Product, Engineering, Sales, and Customer Success to troubleshoot, create knowledge base content, and deliver effective training sessions that drive retention and satisfaction.

Qualifications

• Experience in a B2B SaaS support or related role.
• Understanding of web applications, SaaS platforms, and API fundamentals.
• Experience with Zendesk and Azure DevOps.
• Strong written and verbal communication skills.
• Ability to analyze technical issues and develop solutions.

Responsibilities

• Serve as the primary support contact via Zendesk; troubleshoot SaaS platform issues.
• Create and maintain knowledge base content, FAQs, and tutorials.
• Assist Sales with product demos and customer onboarding; support customer success initiatives.

Skills

SaaS support

IT help desk

Customer success

Web apps

API basics

Zendesk

Communication

Root cause analysis

Product demos

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. You will be the product expert, resolving customer issues, improving the user experience, and supporting adoption across our platform.

You will collaborate with Product, Engineering, Sales, and Customer Success to troubleshoot, create knowledge base content, and deliver effective training sessions that drive retention and satisfaction.