SaaS Support Engineer — Adoption & Customer Success

Trinnex; Lansing (MI); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value of our water tech solutions. You will troubleshoot issues, answer inquiries, and coordinate with Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption.

You will also build knowledge base content, support training initiatives, and communicate product updates to users to ensure a strong, ongoing customer experience and retention.

Qualifications

• Experience in a B2B SaaS support or customer success role.
• Understanding of web apps, SaaS platforms, and API basics.
• Experience with Zendesk and Azure DevOps is a plus.

Responsibilities

• Serve as primary contact for customer tech support via Zendesk.
• Troubleshoot SaaS platform issues and deliver resolutions.
• Collaborate with product/engineering for bug tracking and improvements.
• Create and maintain knowledge base content and training materials.

Skills

B2B SaaS support

Web apps & APIs basics

Communication skills

Issue analysis

Software demos & training

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value of our water tech solutions. You will troubleshoot issues, answer inquiries, and coordinate with Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption.

You will also build knowledge base content, support training initiatives, and communicate product updates to users to ensure a strong, ongoing customer experience and retention.