SaaS Support Engineer — Drive Customer Success & Training

Trinnex; Helena (MT); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex, a Montana-based SaaS company transforming water resources, is seeking a technically savvy SaaS Technical Support Analyst. You will act as a product expert, resolving complex customer issues and driving adoption by collaborating with Product, Engineering, Sales, and Customer Success teams.

Your role includes creating knowledge base content, supporting training initiatives, and communicating product updates to users to scale our support operations and improve the customer experience.

Qualifications

• Experience in a B2B SaaS technical support or related role.
• Knowledge of web apps and API fundamentals; API logs review is a plus.
• Experience with Zendesk and Azure DevOps.
• Strong written and verbal communication; explain complex tech to non-tech.
• Ability to analyze issues and provide solutions with minimal supervision.
• Experience presenting software functionality and conducting trainings.

Responsibilities

• Serve as the primary contact for customer technical support via Zendesk.
• Troubleshoot platform issues and drive timely resolutions.
• Coordinate with Engineering and Product to escalate issues.
• Monitor SLA performance and maintain Zendesk workflows.
• Create and maintain knowledge base articles and tutorials.
• Assist in customer onboarding, training, and product demonstrations.

Skills

B2B SaaS support

Web applications

Communication

Issue analysis

Product demos

Customer onboarding

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex, a Montana-based SaaS company transforming water resources, is seeking a technically savvy SaaS Technical Support Analyst. You will act as a product expert, resolving complex customer issues and driving adoption by collaborating with Product, Engineering, Sales, and Customer Success teams.

Your role includes creating knowledge base content, supporting training initiatives, and communicating product updates to users to scale our support operations and improve the customer experience.