SaaS Support Engineer for Water Tech

Trinnex; Bowie (MD); On-site; USD 65,000 - 85,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team. You will serve as a trusted product expert, helping customers maximize value through responsive technical support, troubleshooting, and issue resolution.

You will collaborate with Product, Engineering, Sales, and Customer Success teams to resolve challenges, improve user experience, and drive adoption and retention. Some travel may be required.

Qualifications

• Bachelor's degree.
• 2 years of related experience.
• Experience in B2B SaaS technical support or customer success.
• Experience with Zendesk and Azure DevOps.

Responsibilities

• Serve as the primary point of contact for customer technical support requests through Zendesk.
• Troubleshoot SaaS platform issues and deliver timely, customer-focused resolutions.
• Collaborate with Engineering and Product to drive customer-driven enhancements and bug fixes.
• Monitor SLAs and maintain Zendesk environment, workflows, and reporting.

Skills

SaaS support

Technical communication

Problem solving

Customer training

Cross-functional collaboration

B2B SaaS knowledge

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team. You will serve as a trusted product expert, helping customers maximize value through responsive technical support, troubleshooting, and issue resolution.

You will collaborate with Product, Engineering, Sales, and Customer Success teams to resolve challenges, improve user experience, and drive adoption and retention. Some travel may be required.