SaaS Tech Support Engineer — Customer Success & Docs

Trinnex; Great Falls (MT); On-site; USD 55,000 - 82,000; Full time

Job summary

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

You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges, improve user experience, and drive adoption and retention.

Qualifications

• Bachelors degree required.
• 2 years of related experience.
• Experience in a B2B SaaS support, IT help desk, customer success, or related role.

Responsibilities

• Serve as the primary point of contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues and deliver timely, accurate resolutions.
• Partner with Engineering and Product teams to escalate issues and advocate for customer-driven improvements.
• Monitor ticket queues and SLAs to ensure service levels are met.
• Create, maintain, and publish knowledge base articles and tutorials.
• Assist in customer onboarding, training, and product demonstrations.

Skills

B2B SaaS support

Web applications

API fundamentals

Communication skills

Issue analysis

Customer training

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

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

You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges, improve user experience, and drive adoption and retention.