SaaS Technical Support Lead - Drive Customer Impact & Training

Trinnex; Topeka (KS); On-site; USD 65,000 - 85,000; Full time

Job summary

Trinnex seeks a technically savvy SaaS Technical Support Analyst to empower customers to maximize value from our solutions. You will troubleshoot issues, resolve tickets, and work with Product, Engineering, Sales, and Customer Success to improve the user experience and drive adoption.

Responsibilities include expanding knowledge base content, supporting training initiatives, and communicating product updates to users to support retention and satisfaction.

Qualifications

• Bachelor's degree and 2 years of related experience.
• Experience in B2B SaaS support, IT help desk, or customer success.
• Familiarity with API fundamentals and reviewing API logs is a plus.

Responsibilities

• Lead SaaS technical support with focus on customer satisfaction and timely resolutions.
• Create, maintain, and publish knowledge base articles and tutorials.
• Collaborate with Sales, Training, and Customer Success to support onboarding and product adoption.

Skills

SaaS support

Customer communication

Technical troubleshooting

Product demonstrations

Education

Bachelor's degree

2 years of related experience

Tools

Zendesk

Azure DevOps

Job description

Trinnex seeks a technically savvy SaaS Technical Support Analyst to empower customers to maximize value from our solutions. You will troubleshoot issues, resolve tickets, and work with Product, Engineering, Sales, and Customer Success to improve the user experience and drive adoption.

Responsibilities include expanding knowledge base content, supporting training initiatives, and communicating product updates to users to support retention and satisfaction.