SaaS Tech Support & Customer Enablement Analyst

Trinnex; Wichita (KS); Hybrid; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive technical support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success teams to resolve challenges and improve the user experience.

You will also contribute to knowledge base content, customer training, and product communication to drive adoption and retention across public sector clients.

Qualifications

• 2+ years of 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.

Responsibilities

• Serve as primary contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues and deliver timely resolutions.
• Collaborate with Engineering and Product teams to elevate issues and advocate for enhancements.
• Monitor queues and SLAs, maintain Zendesk environment and reporting.
• Create knowledge base content and customer training materials.
• Assist Sales with technical demos and onboarding workshops.

Skills

B2B SaaS support

Web applications

Zendesk

Azure DevOps

API logs review

Clear communication

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive technical support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success teams to resolve challenges and improve the user experience.

You will also contribute to knowledge base content, customer training, and product communication to drive adoption and retention across public sector clients.