SaaS Technical Support Engineer — Customer Success

Trinnex; Urbana (IL); Sur place; USD 78 000 - 129 000; Plein temps

Résumé du poste

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help 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 also includes creating knowledge base content and supporting training initiatives. Expect a 70% focus on technical support leadership, 15% on knowledge base development, and 15%

Qualifications

• Bachelor's degree required.
• 2 years of related experience.
• Experience with Zendesk and Azure DevOps.
• Ability to communicate clearly with non-technical audiences.
• Willingness to travel 10% or less.

Responsabilités

• Serve as the primary point of contact for customer technical support requests through Zendesk.
• Troubleshoot SaaS platform issues and investigate bugs with timely resolutions.
• Collaborate with Engineering and Product teams to escalate issues and advocate for customer-driven enhancements.
• Monitor ticket queues and SLAs; maintain Zendesk environment and reporting.
• Create, maintain, and publish knowledge base articles and training materials.

Connaissances

B2B SaaS support

Strong communication

Troubleshooting

Customer success mindset

Cross-functional collaboration

Formation

Bachelor's degree

Outils

Zendesk

Azure DevOps

Description du poste

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help 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 also includes creating knowledge base content and supporting training initiatives. Expect a 70% focus on technical support leadership, 15% on knowledge base development, and 15%