SaaS Technical Support Analyst - Zendesk & Adoption Lead

Trinnex; Fayetteville (AR); On-site; USD 70,000 - 110,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to serve as a trusted product expert for customers, resolving issues, and driving adoption. You will collaborate with Product, Engineering, Sales, and Customer Success to improve the user experience and ensure customer success.

You will contribute to knowledge base content, training initiatives, and product updates while managing support requests and maintaining high SLA performance.

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.
• Support customer onboarding, training materials, and interactive workshops to drive adoption.
• Collaborate with Customer Success to identify trends and contribute to retention strategies.

Skills

B2B SaaS support

Strong communication

Troubleshooting

Customer training

Analytical thinking

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

API logs review

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to serve as a trusted product expert for customers, resolving issues, and driving adoption. You will collaborate with Product, Engineering, Sales, and Customer Success to improve the user experience and ensure customer success.

You will contribute to knowledge base content, training initiatives, and product updates while managing support requests and maintaining high SLA performance.