[Hiring] SaaS Technical Support Analyst @Trinnex

Role Description

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 work closely with Product, Engineering, Sales, and Customer Success teams to resolve customer challenges, improve the user experience, and drive customer adoption and retention.

In addition to managing support requests, you will contribute to the growth and scalability of our support operations by creating knowledge base content, supporting customer training initiatives, and communicating product enhancements and updates to users.

Qualifications

• Bachelor's degree.
• 2 years of related experience.
• Domestic and/or international travel may be required.

Requirements

• 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.

Benefits

• 10% or less travel required.
• Pay Range Min: USD $78,478.00
• Pay Range Max: USD $129,459.00
• Discretionary bonuses may apply.
• No visa sponsorship available.