SaaS Technical Support Analyst — Troubleshooting, Training & Adoption

Trinnex; Aurora (IL); Sur place; USD 55 000 - 90 000; Plein temps

Résumé du poste

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team in the United States. 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 the user experience, and drive adoption and retention.

Qualifications

• Experience in a B2B SaaS technical support or related role.
• Understanding of web applications, SaaS platforms, and API fundamentals; API logs experience is a plus.
• Experience with Zendesk and Azure DevOps.
• Strong written and verbal communication with ability to explain technical concepts to non-technical audiences.
• Ability to analyze technical issues, identify root causes, and propose solutions with limited supervision.
• Experience presenting software functionality, conducting demonstrations, and supporting customer training.

Responsabilités

• Serve as the primary point of contact for customer technical support requests through Zendesk.
• Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions.
• Partner with Engineering and Product teams to escalate issues and advocate for customer-driven enhancements.
• Monitor ticket queues and support metrics to ensure SLAs are met.
• Administer and maintain the Zendesk environment, workflows, and reporting.
• Communicate issue status and product updates to customers clearly.

Connaissances

SaaS support

Troubleshooting

Zendesk

Azure DevOps

API fundamentals

Customer communication

Formation

Bachelor's degree

Equivalent experience considered

Outils

Zendesk

Azure DevOps

Description du poste

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team in the United States. 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 the user experience, and drive adoption and retention.