SaaS Support Engineer & Customer Success Advocate

Trinnex; West Valley City (UT); On-site; USD 60,000 - 90,000; Full time

Job summary

Trinnex, a Utah-based water tech company, is seeking a technically savvy SaaS Technical Support Analyst to join our growing team in West Valley City. You will serve as a trusted product expert, resolving customer issues, and driving adoption by collaborating with Product, Engineering, Sales, and Customer Success teams.

You will contribute to knowledge base content, training initiatives, and product communications while ensuring high-quality support and scalable processes.

Qualifications

• Experience in a B2B SaaS technical support, IT help desk, or related role.
• Understanding of web applications, SaaS platforms, and API basics; 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 resolutions.
• Partner with Engineering and Product teams to elevate critical issues and advocate for customer-driven enhancements.
• Monitor ticket queues and support metrics to ensure SLAs are met.
• Administer and maintain the Zendesk environment, workflows, and reporting.
• Communicate issue status, product updates, and release impacts to customers clearly.

Skills

SaaS technical support

Troubleshooting

Customer communication

B2B experience

Education

Bachelor’s degree

Tools

Zendesk

Azure DevOps

API fundamentals

Job description

Trinnex, a Utah-based water tech company, is seeking a technically savvy SaaS Technical Support Analyst to join our growing team in West Valley City. You will serve as a trusted product expert, resolving customer issues, and driving adoption by collaborating with Product, Engineering, Sales, and Customer Success teams.

You will contribute to knowledge base content, training initiatives, and product communications while ensuring high-quality support and scalable processes.