SaaS Support Engineer for Water Tech

Trinnex; Augusta (GA); On-site; USD 55,000 - 85,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption and retention.

You will also contribute to knowledge base content, customer training, and communicate product updates to users, while supporting growth and scalability of our support operations.

Qualifications

• Experience in a B2B SaaS technical support, IT help desk, customer success, or related role.
• 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 issues and advocate for customer-driven enhancements.
• Monitor ticket queues and support metrics to ensure SLAs are achieved.
• Create, maintain, and publish knowledge base content and tutorials.

Skills

B2B SaaS support experience

Strong communication

Issue analysis & resolution

Software demonstrations

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 through responsive support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption and retention.

You will also contribute to knowledge base content, customer training, and communicate product updates to users, while supporting growth and scalability of our support operations.