SaaS Support Engineer - Troubleshooting & Adoption

Trinnex; Houston (TX); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex, a water-tech SaaS company, seeks a technically savvy SaaS Technical Support Analyst to empower customers and maximize value of our solutions. You will be the trusted product expert, handling Zendesk tickets, troubleshooting issues, and collaborating with Product, Eng, Sales, and Customer Success teams to resolve challenges and boost adoption.

You will also build knowledge base content, train users, and communicate product updates.

Qualifications

• BA/BS degree or equivalent required.
• 2 years of related experience in tech support or customer success.
• Strong written and verbal communication abilities.

Responsibilities

• Serve as primary contact for SaaS technical support via Zendesk.
• Troubleshoot platform issues and provide timely resolutions.
• Create and maintain knowledge base content and tutorials.
• Support product demos and customer onboarding with sales and CS teams.
• Communicate product updates and release impacts to customers.

Skills

B2B SaaS support

Customer success

API fundamentals

Communication skills

Problem solving

Software demonstrations & training

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex, a water-tech SaaS company, seeks a technically savvy SaaS Technical Support Analyst to empower customers and maximize value of our solutions. You will be the trusted product expert, handling Zendesk tickets, troubleshooting issues, and collaborating with Product, Eng, Sales, and Customer Success teams to resolve challenges and boost adoption.

You will also build knowledge base content, train users, and communicate product updates.