SaaS Support Engineer - Customer Success & Training

Trinnex; Green Bay (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

Trinnex in Green Bay, WI is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our water-management solutions.

You will serve as a trusted product expert, handling support requests, troubleshooting, and collaborating with Product, Engineering, and Sales to improve the user experience and drive adoption.

In addition to case work, you will create knowledge base content, support customer training initiatives, and communicate product updates to users.

Qualifications

• Bachelors degree and 2 years in SaaS technical support or related role.
• Experience with web applications, SaaS platforms, and API fundamentals incl. API logs.
• Proficiency with Zendesk and Azure DevOps; strong written and verbal communication.

Responsibilities

• Serve as primary contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions.
• Collaborate with Engineering and Product to elevate issues and drive improvements.
• Monitor ticket queues and ensure SLAs are consistently achieved.
• Administer Zendesk workflows, reporting, and performance metrics.
• Create knowledge base content and publish FAQs and tutorials.
• Support sales demos, onboarding, training, and customer success initiatives.

Skills

B2B SaaS support

API logs analysis

Zendesk

Azure DevOps

Strong communication

Problem solving

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex in Green Bay, WI is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our water-management solutions.

You will serve as a trusted product expert, handling support requests, troubleshooting, and collaborating with Product, Engineering, and Sales to improve the user experience and drive adoption.

In addition to case work, you will create knowledge base content, support customer training initiatives, and communicate product updates to users.