SaaS Tech Support Analyst — Customer Success & Training

Trinnex

Huntington (WV)

On-site

USD 78,000 - 129,000

Full time

14 days+

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Job summary

Trinnex is seeking a technically savvy and customer-focused SaaS Technical Support Analyst to join our growing team. You will serve as a trusted product expert, helping customers maximize value through responsive technical support, troubleshooting, and issue resolution.

In addition to managing support requests, you will contribute to the growth and scalability of our support operations by creating knowledge base content, supporting customer training initiatives, and communicating product

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 Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate resolutions.
Partner with Engineering and Product teams to elevate critical issues and advocate for customer-driven enhancements.
Monitor ticket queues and support metrics to ensure SLAs are achieved.
Administer and maintain the Zendesk support environment, workflows, and reporting.
Communicate issue status, product updates, and release impacts to customers clearly.