SaaS Support Engineer – Water Tech

Trinnex; Mount Pleasant (SC); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex, based in the United States, 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.

Qualifications

• Bachelor's degree required.
• 2 years of related experience required.
• Experience in B2B SaaS support or related roles preferred.

Responsibilities

• Serve as primary point of contact for customer technical support via Zendesk.
• Troubleshoot SaaS platform issues; investigate bugs; provide timely resolutions.
• Partner with Engineering and Product to elevate issues and drive customer-driven enhancements.
• Monitor ticket queues and SLAs; maintain Zendesk workflows and reporting.
• Communicate status, updates, and release impacts to customers.

Skills

B2B SaaS support

API fundamentals

Zendesk & Azure DevOps

communication skills

troubleshooting & root cause

demo & training

Education

Bachelor's degree

2 years related experience

Tools

Zendesk

Azure DevOps

Job description

Trinnex, based in the United States, 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.