SaaS Support Engineer - Water Tech & Customer Success

Trinnex; Rock Springs (WY); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex, a US-based technology company, seeks a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive troubleshooting and issue resolution. You will collaborate across Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption.

You will also contribute to knowledge base content, customer training initiatives, and share product updates with users to scale support operations. Travel up to 10% may be required.

Qualifications

• Experience in a B2B SaaS technical support or related role.
• Understanding of web apps, SaaS platforms, and API basics; API logs a plus.
• Experience with Zendesk and Azure DevOps.
• Strong written and verbal communication; ability to explain technical concepts.
• Ability to analyze complex issues and propose effective solutions.
• Experience presenting software functionality and conducting trainings.

Responsibilities

• Serve as primary contact for customer technical support via Zendesk and troubleshoot SaaS platform issues.
• Collaborate with Engineering and Product to track bugs and communicate fixes; monitor SLAs.
• Administer Zendesk, workflows, and reporting; keep customers informed on status and releases.
• Create and publish knowledge base content, FAQs, and tutorials for internal and external users.
• Support Sales with technical demos; help in onboarding, training materials, and workshops.
• Assist with customer health checks and reviews; promote feature adoption and retention.

Skills

B2B SaaS support experience

API fundamentals

Zendesk

Azure DevOps

Strong communication

Demonstrations & training

Education

Bachelor's degree

2 years related experience

Tools

Zendesk

Azure DevOps

Job description

Trinnex, a US-based technology company, seeks a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive troubleshooting and issue resolution. You will collaborate across Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption.

You will also contribute to knowledge base content, customer training initiatives, and share product updates with users to scale support operations. Travel up to 10% may be required.