SaaS Support Specialist - Tech Troubleshooting & Training
Trinnex
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Job summary
Trinnex, a Minnesota-based SaaS company, seeks a technically savvy, customer-focused SaaS Technical Support Analyst to maximize value for clients through responsive support, troubleshooting, and issue resolution. You will partner with Product, Engineering, Sales and Customer Success to resolve challenges, drive adoption and retention.
The role balances technical leadership (70%), content development (15%), and customer success support (15%), with regular Zendesk administration and proactive
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; API logs a plus.
- Experience with Zendesk and Azure DevOps for support & development workflows.
- Clear written and verbal communication, capable of explaining technical concepts to non-technical audiences.
- Ability to analyze technical issues and develop solutions with limited supervision.
- Experience presenting software functionality and supporting customer training sessions.
Responsibilities
- Serve as primary point of contact for customer technical support via Zendesk.
- Troubleshoot SaaS platform issues and deliver timely resolutions.
- Collaborate with Engineering and Product to track bugs and customer-driven enhancements.
- Monitor SLAs and maintain Zendesk environment, workflows, and reporting.
- Create knowledge base content and customer training materials.
- Support sales demonstrations and onboarding sessions, driving adoption and retention.
Skills
Education
Tools
Job description
Trinnex, a Minnesota-based SaaS company, seeks a technically savvy, customer-focused SaaS Technical Support Analyst to maximize value for clients through responsive support, troubleshooting, and issue resolution. You will partner with Product, Engineering, Sales and Customer Success to resolve challenges, drive adoption and retention.
The role balances technical leadership (70%), content development (15%), and customer success support (15%), with regular Zendesk administration and proactive
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