SaaS Support Engineer - Zendesk & Customer Enablement

Trinnex; Idaho Falls (ID); On-site; USD 60,000 - 80,000; Full time

Job summary

Trinnex is seeking a technically proficient SaaS Technical Support Analyst to deliver expert support to customers, troubleshoot issues, and drive adoption of our digital water-management solutions.

You will work with Product, Engineering, and Customer Success to resolve challenges, develop self-service resources, and scale support operations for our public-sector clients in the United States.

Qualifications

• B2B SaaS support experience or equivalent.
• Familiarity with web applications, SaaS platforms, and API basics.
• Experience with Zendesk and Azure DevOps.

Responsibilities

• Serve as the primary contact for customer technical support via Zendesk and resolve issues.
• Collaborate with Engineering and Product teams to escalate and address critical problems.
• Create and maintain knowledge base content and customer training materials.
• Support sales demos and onboarding with technical guidance.
• Monitor SLAs and maintain the support environment and metrics.

Skills

SaaS technical support

Customer communication

Troubleshooting

Cross-functional collaboration

Documentation & writing

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically proficient SaaS Technical Support Analyst to deliver expert support to customers, troubleshoot issues, and drive adoption of our digital water-management solutions.

You will work with Product, Engineering, and Customer Success to resolve challenges, develop self-service resources, and scale support operations for our public-sector clients in the United States.