SaaS Support Specialist — Drive Adoption & Troubleshoot

Trinnex; Jackson (MS); On-site; USD 42,000 - 70,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to empower customers to maximize the value of our water-tech solutions. You will resolve complex issues, document knowledge, and collaborate with Product, Engineering, and Sales teams to improve user experience and drive adoption.

You will manage Zendesk, monitor SLAs, and contribute to knowledge base content and customer training, while supporting onboarding and workshops to ensure successful outcomes.

Qualifications

• Experience in a B2B SaaS technical support, IT help desk, customer success, or related role.
• Understanding of web applications, SaaS platforms, and API fundamentals; experience reviewing API logs is a plus.
• Experience with support and development tools such as Zendesk and Azure DevOps.

Responsibilities

• Serve as the primary point of contact for customer technical support requests through the Zendesk ticketing system.
• Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate resolutions.
• Partner with Engineering and Product teams to elevate issues, track resolution, and advocate for customer-driven enhancements.
• Monitor ticket queues and support metrics to ensure SLAs are met.
• Administer and maintain the Zendesk support environment, workflows, and reporting.
• Communicate issue status and product updates to customers clearly.

Skills

B2B SaaS support

Zendesk/Ticketing

Azure DevOps

Technical communication

Troubleshooting

Customer success mindset

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to empower customers to maximize the value of our water-tech solutions. You will resolve complex issues, document knowledge, and collaborate with Product, Engineering, and Sales teams to improve user experience and drive adoption.

You will manage Zendesk, monitor SLAs, and contribute to knowledge base content and customer training, while supporting onboarding and workshops to ensure successful outcomes.