SaaS Support Engineer: Customer Adoption & Troubleshooting

Trinnex

Kearney (NE)

On-site

USD 78,000 - 129,000

Full time

10 days ago

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

Trinnex in the United States is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our digital water-management solutions. You will act as a product expert, handling responsive support, troubleshooting, and issue resolution while collaborating with Product, Engineering, Sales, and Customer Success teams.

You will also contribute to growing and scaling support by creating knowledge base content, supporting trainings, and communicating product

Qualifications

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.

Responsibilities

Serve as the primary contact for customer technical support via Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions.
Partner with Engineering and Product to elevate critical issues and track bug resolution.
Monitor ticket queues and SLAs to ensure targets are met.
Administer and maintain the Zendesk environment, workflows, and reporting.
Communicate status and updates to customers clearly.