SaaS Support Engineer & Customer Success Advocate

Trinnex

Olathe (KS)

On-site

USD 55,000 - 75,000

Full time

10 days ago

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our water-management platform. You will serve as a trusted product expert, resolving issues and working with Product, Engineering, Sales, and Customer Success to improve user experience and drive adoption.

The role emphasizes knowledge-base content, customer training, and clear communication about product updates.

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.
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 point of contact for customer technical support requests through the Zendesk ticketing system.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate, and customer-focused resolutions.
Partner with Engineering and Product teams to elevate critical issues, track bug resolution, and advocate for customer-driven enhancements.
Monitor ticket queues and support metrics to ensure service level agreements (SLAs) are consistently achieved.
Administer and maintain the Zendesk support environment, workflows, and reporting.
Communicate issue status, product updates, and release impacts to customers in a clear and proactive manner.
Identify recurring customer questions and support trends to improve documentation and self-service resources.
Create, maintain, and publish user-friendly knowledge base articles, FAQs, and tutorials for both internal teams and customers.
Review and update documentation to align with product releases, enhancements, and evolving customer needs.
Partner with Sales to provide technical expertise during product demonstrations and prospect discussions.
Assist in developing customer onboarding, training materials, and workshop content.
Facilitate technical onboarding sessions, product training, and interactive workshops to support user adoption and engagement.