SaaS Support Engineer - Water Tech & Customer Success

Trinnex

Kellogg (ID)

On-site

USD 78,000 - 129,000

Full time

8 days ago

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Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst in the United States to help customers maximize value from our water‑tech solutions. You will troubleshoot, resolve issues, and collaborate with Product, Engineering, Sales, and Customer Success teams to improve the user experience and drive adoption.

Responsibilities include managing Zendesk tickets, developing knowledge base content, and supporting customer training and onboarding.

Qualifications

Experience in a B2B SaaS technical support, IT help desk, or related role.
Understanding of web applications, SaaS platforms, and API fundamentals; API logs experience is a plus.
Experience with Zendesk and Azure DevOps tools.
Strong written and verbal communication skills to explain complex concepts.
Ability to analyze technical issues and develop solutions with limited supervision.
Experience presenting software functionality and conducting training sessions.

Responsibilities

Lead as primary point of contact for customer technical support via Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, provide timely resolutions.
Coordinate with Engineering and Product to track bug resolution and customer-driven enhancements.
Monitor ticket queues and SLAs; maintain Zendesk environment and reports.