SaaS Technical Support Engineer – Customer Success Focus

Trinnex

Richmond (VA)

On-site

USD 78,000 - 129,000

Full time

13 days ago

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Job summary

Trinnex is hiring a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive support, troubleshooting, and issue resolution. You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption.

In this role you will contribute to scaling support by creating knowledge base content, supporting training, and communicating product updates.

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.

Responsibilities

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 to elevate critical issues and advocate for customer-driven enhancements.
Monitor ticket queues and SLAs to ensure reliable service.
Administer and maintain the Zendesk environment, workflows, and reporting.
Communicate issue status, product updates, and release impacts to customers.