SaaS Tech Support & Customer Enablement

Trinnex

Montpelier (VT)

On-site

USD 60,000 - 75,000

Full time

8 days ago

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Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join its growing team in Montpelier, VT. You will be the product expert, delivering responsive technical support, troubleshooting, and issue resolution to maximize customer value.

You will create knowledge base content, support onboarding, and assist in customer training, while collaborating with Product, Engineering, Sales, and Customer Success teams to drive adoption and retention.

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.
Bachelor's degree.
2 years of related experience.

Responsibilities

Lead and manage customer technical support requests through Zendesk, ensuring timely resolutions.
Troubleshoot SaaS platform issues, investigate bugs, and coordinate with Eng/Product for fixes.
Maintain Zendesk workflows, monitor SLAs, and report support metrics.
Develop knowledge base content, FAQs, and tutorials for internal teams and customers.
Support sales demos, create onboarding materials, and deliver product training sessions.
Collaborate with Customer Success to monitor adoption and retention strategies.