SaaS Support Analyst - Customer Success & Enablement

Trinnex Inc.; Northern (KY); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Trinnex Inc. is hiring a SaaS Technical Support Analyst to provide expert technical assistance, troubleshoot platform issues, and guide customers to maximize value from our water tech solutions. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges and improve user experience.

Responsibilities include creating knowledge base content, supporting training initiatives, and communicating product updates to users to drive adoption and retention.

Qualifications

• Bachelor's degree required with 2+ years in a related field.
• Experience in B2B SaaS technical support or customer success.
• Ability to explain complex technical concepts to non-technical users.
• Familiarity with API fundamentals and web apps.

Responsibilities

• Serve as primary point of contact for technical support via Zendesk.
• Troubleshoot SaaS platform issues and coordinate with Eng/Product teams.
• Create knowledge base content and user tutorials.
• Support sales demos and customer onboarding with technical expertise.
• Assist in training sessions and drive user adoption and retention

Skills

B2B SaaS support

Zendesk

Azure DevOps

Technical communication

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex Inc. is hiring a SaaS Technical Support Analyst to provide expert technical assistance, troubleshoot platform issues, and guide customers to maximize value from our water tech solutions. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges and improve user experience.

Responsibilities include creating knowledge base content, supporting training initiatives, and communicating product updates to users to drive adoption and retention.