SaaS Support Lead | Tech Troubleshooter & Trainer

Trinnex; Carson City (NV); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team in Carson City, NV. You will serve as a trusted product expert, delivering responsive technical support, troubleshooting, and issue resolution for our water-tech software platform.

You will partner with Product, Engineering, Sales, and Customer Success to resolve challenges, expand self-service resources, create knowledge base content, and help customers adopt new features to drive satisfaction and

Qualifications

• Bachelor's degree required.
• 2 years of related experience preferred.
• B2B SaaS or IT help desk experience preferred.

Responsibilities

• Serve as primary point of contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues and provide timely resolutions.
• Collaborate with Engineering and Product to address critical issues.
• Create knowledge base content and training materials.
• Support onboarding sessions and product demonstrations.
• Communicate product updates and release impacts to users.

Skills

B2B SaaS support experience

Strong communication skills

Troubleshooting

Customer onboarding/training

Problem solving

Explain technical concepts

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

API logs review

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team in Carson City, NV. You will serve as a trusted product expert, delivering responsive technical support, troubleshooting, and issue resolution for our water-tech software platform.

You will partner with Product, Engineering, Sales, and Customer Success to resolve challenges, expand self-service resources, create knowledge base content, and help customers adopt new features to drive satisfaction and