SaaS Tech Support Specialist — Customer Success

Trinnex; San Jose (CA); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex seeks a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive 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. Travel may be required up to 10%.

You will also contribute to knowledge base content, training materials, and workshops to scale support operations.

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

Skills

B2B SaaS support

API fundamentals

Zendesk & Azure DevOps

Clear communication

Root cause analysis

Software demonstrations

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex seeks a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive 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. Travel may be required up to 10%.

You will also contribute to knowledge base content, training materials, and workshops to scale support operations.