SaaS Technical Support Specialist
Trinnex
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Job summary
Trinnex seeks a technically savvy SaaS Technical Support Analyst to serve as a trusted product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution.
You will collaborate with Product, Engineering, Sales, and Customer Success to resolve customer challenges and drive adoption, while creating knowledge base content and supporting training initiatives.
Qualifications
- 2+ years in B2B SaaS support or customer success.
- Familiar with web apps, SaaS, and API basics.
- Experience with Zendesk and Azure DevOps.
- Strong written and verbal communication for non-technical audiences.
- Ability to diagnose issues and propose solutions with minimal supervision.
- Experience giving software demos and customer training.
Responsibilities
- Serve as primary contact for customer tech support via Zendesk.
- Troubleshoot SaaS platform issues and drive timely resolutions.
- Collaborate with Engineering/Product to escalate issues and drive enhancements.
- Monitor SLAs and manage Zendesk workflows.
- Communicate status and release impacts to customers.
- Identify recurring questions to improve docs and self-service resources.
- Create and publish knowledge base articles and tutorials.
- Keep documentation aligned with product releases.
- Support sales demos with technical expertise.
- Develop onboarding and training materials.
- Conduct onboarding sessions and workshops for user adoption.
- Assist health checks and success reviews as a product SME.
- Explain new features and roadmaps to boost adoption.
- Collaborate to identify trends and retention strategies.
Skills
Education
Tools
Job description
Trinnex seeks a technically savvy SaaS Technical Support Analyst to serve as a trusted product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution.
You will collaborate with Product, Engineering, Sales, and Customer Success to resolve customer challenges and drive adoption, while creating knowledge base content and supporting training initiatives.
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