SaaS Support Analyst — Water Tech, Customer Impact

Trinnex; Akron (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Trinnex, a water-tech SaaS company based in Akron, OH, is seeking a technically savvy SaaS Technical Support Analyst. You will serve as a product expert, resolve complex issues, and partner with Product, Engineering, Sales, and Customer Success teams to maximize customer value and adoption.

You will create knowledge base content, support training initiatives, and help drive scalable support operations while communicating clearly about updates, features, and roadmaps.

Qualifications

• Experience in a B2B SaaS support or related role.
• Understanding of web applications, SaaS platforms, and API basics.
• Experience with Zendesk and Azure DevOps.

Responsibilities

• Lead customer technical support through Zendesk and SLAs.
• Troubleshoot SaaS issues and work with Engineering.
• Develop and update knowledge base articles.
• Assist in customer onboarding and product trainings.
• Support product demonstrations with Sales.

Skills

SaaS support

APIs basics

Troubleshooting

Customer training

Communication

Product knowledge

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex, a water-tech SaaS company based in Akron, OH, is seeking a technically savvy SaaS Technical Support Analyst. You will serve as a product expert, resolve complex issues, and partner with Product, Engineering, Sales, and Customer Success teams to maximize customer value and adoption.

You will create knowledge base content, support training initiatives, and help drive scalable support operations while communicating clearly about updates, features, and roadmaps.