SaaS Support Specialist: Troubleshooting & Training

Trinnex

Toledo (OH)

On-site

USD 78,000 - 129,000

Full time

10 days ago

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Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our water-tech SaaS solutions. You will engage with Product, Engineering, Sales, and Customer Success teams to resolve challenges, improve the user experience, and drive adoption and retention.

Responsibilities include leading Zendesk-based support, creating knowledge base content, and supporting training initiatives.

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.
Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical audiences.
Ability to analyze technical issues, identify root causes, and develop effective solutions with limited supervision.
Experience presenting software functionality, conducting demonstrations, and supporting customer training sessions.

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, and customer-focused resolutions.
Partner with Engineering and Product teams to elevate critical issues, track bug resolution, and advocate for customer-driven enhancements.
Monitor ticket queues and support metrics to ensure SLAs are consistently achieved.
Administer and maintain the Zendesk support environment, workflows, and reporting.
Communicate issue status, product updates, and release impacts to customers in a clear and proactive manner.
Identify recurring questions and contribute to knowledge base content, FAQs, and tutorials.
Review and update documentation to align with product releases and evolving needs.
Partner with Sales to provide technical expertise during product demonstrations and prospect discussions.
Assist in developing onboarding, training materials, and workshops to support adoption.