SaaS Tech Support Analyst – Customer Success

Trinnex

Mesa (AZ)

On-site

USD 78,000 - 129,000

Full time

8 days ago

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Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst in Mesa, AZ. You will serve as a trusted product expert, resolving technical issues and helping customers maximize value through proactive support and collaboration with Product, Engineering, Sales, and Customer Success teams.

You will also contribute to knowledge base content, customer training, and communications about product enhancements.

Qualifications

Experience in a B2B SaaS technical support 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 with the ability to explain complex concepts to non-technical audiences.

Responsibilities

Lead SaaS technical support requests via Zendesk and ensure timely resolutions.
Troubleshoot platform issues, investigate bugs, and communicate root causes clearly.
Collaborate with Engineering and Product teams to drive customer-driven enhancements.
Monitor support metrics and SLAs; maintain Zendesk workflows and reporting.
Create knowledge base content and assist in customer training initiatives.