SaaS Technical Support Lead

Trinnex

Evansville (IN)

On-site

USD 60,000 - 90,000

Full time

13 days ago

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Job summary

Trinnex is seeking a technically savvy and customer-focused SaaS Technical Support Analyst to join our growing team. In this role you will serve as a trusted product expert, helping customers maximize the value of our solutions through responsive technical support, troubleshooting, and issue resolution.

You will collaborate with Product, Engineering, Sales and Customer Success to resolve challenges, improve the user experience, and drive adoption.

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; API logs review a plus.
Experience with Zendesk and Azure DevOps.

Responsibilities

Serve as the primary point of contact for customer technical support requests via Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and provide timely resolutions.
Collaborate with Engineering and Product teams to address customer-driven enhancements.
Monitor SLAs and maintain Zendesk workflows and reporting.
Develop knowledge base content and training materials for customers and internal teams.
Support onboarding and customer success activities to drive adoption.