SaaS Technical Support Engineer for Customer Success

Trinnex

Miami (FL)

On-site

USD 65,000 - 90,000

Full time

10 days ago

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Job summary

Trinnex in Miami is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value from our water-tech solutions. You will resolve issues, create knowledge content, and collaborate with Product, Engineering, and Customer Success teams to improve the user experience.

Responsibilities include handling Zendesk tickets, troubleshooting SaaS platform issues, and supporting onboarding and training programs to boost adoption and retention.

Qualifications

Experience in a B2B SaaS technical support or related role.
Understanding of web applications, SaaS platforms, and API fundamentals.
Experience with Zendesk and Azure DevOps for support workflows.
Strong written and verbal communication, able to explain tech to non-tech audiences.

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 resolutions.
Partner with Engineering and Product teams to elevate issues and advocate for customer-driven enhancements.
Monitor ticket queues and SLAs to ensure service levels are met.
Create, maintain, and publish knowledge base articles and tutorials.
Support onboarding, training materials, and workshops to drive adoption.

Skills

SaaS support

Technical communication

Troubleshooting

Customer onboarding

Demonstrations

Cross-functional collaboration

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Responsibilities include handling Zendesk tickets, troubleshooting SaaS platform issues, and supporting onboarding and training programs to boost adoption and retention.

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