SaaS Technical Support & Knowledge Base Lead

Trinnex; Boise (ID); On-site; USD 65,000 - 90,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive support, troubleshooting, and issue resolution.

You will collaborate with Product, Engineering, Sales, and Customer Success teams to resolve challenges, improve the user experience, and drive adoption and retention while developing knowledge base content and training materials.

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 primary point of contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions.
• Partner with Engineering and Product teams to escalate issues and advocate for improvements.
• Monitor queues and SLAs; maintain Zendesk workflows and reporting.
• Communicate issue status and product updates to customers clearly and proactively.
• Create knowledge base content, FAQs, and tutorials for internal teams and customers.

Skills

B2B SaaS support

Web applications

Zendesk & Azure DevOps

Communication skills

Troubleshooting

Product demos & training

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive support, troubleshooting, and issue resolution.

You will collaborate with Product, Engineering, Sales, and Customer Success teams to resolve challenges, improve the user experience, and drive adoption and retention while developing knowledge base content and training materials.