SaaS Tech Support & Customer Success Advocate

Trinnex; Aurora (CO); On-site; USD 65,000 - 90,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to act as a trusted product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution.

You will work with Product, Engineering, Sales, and Customer Success teams to resolve challenges, improve user experience, and drive adoption. The role includes content creation for knowledge base and customer training to scale support.

Qualifications

• Bachelor's degree.
• 2 years of related experience.
• Domestic and/or international travel may be required.

Responsibilities

• Serve as the primary point of contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues and deliver timely resolutions.
• Collaborate with Engineering and Product teams to escalate and resolve customer bugs.
• Monitor queues and ensure SLAs are met.
• Maintain Zendesk workflows and reporting.
• Communicate product updates and release impacts to customers.

Skills

Customer-focused

Technical troubleshooting

Communication skills

SaaS knowledge

Problem analysis

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

API logs review

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to act as a trusted product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution.

You will work with Product, Engineering, Sales, and Customer Success teams to resolve challenges, improve user experience, and drive adoption. The role includes content creation for knowledge base and customer training to scale support.