SaaS Support Engineer & Customer Enablement

Trinnex; Jonesboro (AR); On-site; USD 60,000 - 90,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value from our water-tech platform. You will troubleshoot issues, collaborate with Product and Engineering, and contribute to knowledge base content and customer training.

The role emphasizes strong communication, issue resolution, and proactive customer engagement to drive adoption and satisfaction in a SaaS environment.

Qualifications

• 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.

Responsibilities

• Provide technical support as the primary point of contact and resolve customer issues via Zendesk.
• Troubleshoot SaaS platform issues, investigate bugs, and coordinate with Engineering/Product for solutions.
• Develop and maintain knowledge base articles, FAQs, and training materials to assist customers and internal teams.

Skills

B2B SaaS support

API fundamentals

Zendesk

Azure DevOps

communication skills

troubleshooting

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 from our water-tech platform. You will troubleshoot issues, collaborate with Product and Engineering, and contribute to knowledge base content and customer training.

The role emphasizes strong communication, issue resolution, and proactive customer engagement to drive adoption and satisfaction in a SaaS environment.