SaaS Support Engineer - Water Tech & AI

Trinnex; Lancaster (Lancaster County); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex in the United States is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive support, troubleshooting, and issue resolution. You will work closely with Product, Engineering, Sales, and Customer Success teams to resolve challenges and improve the user experience.

Beyond ticket handling, you will build knowledge base content, support customer training, and communicate product improvements to users to drive adoption and long-term

Qualifications

• Bachelor's degree.
• 2 years of related experience.
• Willingness to travel up to 10%.

Responsibilities

• Serve as the primary contact for customer technical support requests through Zendesk.
• Troubleshoot SaaS platform issues, investigate bugs, and provide timely resolutions.
• Collaborate with Engineering and Product teams to escalate critical issues and advocate for customer-driven improvements.
• Monitor support metrics and SLAs to ensure reliable service.
• Administer the Zendesk environment, workflows, and reporting.
• Communicate issue status and product updates to customers.

Skills

B2B SaaS support

Web apps & SaaS

API logs knowledge

Zendesk

Azure DevOps

Communication

Technical troubleshooting

Product demos

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex in the United States is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive support, troubleshooting, and issue resolution. You will work closely with Product, Engineering, Sales, and Customer Success teams to resolve challenges and improve the user experience.

Beyond ticket handling, you will build knowledge base content, support customer training, and communicate product improvements to users to drive adoption and long-term