SaaS Support Specialist: Zendesk & Training

Trinnex; Baton Rouge (LA); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex, a water‑tech SaaS company in Baton Rouge, LA, is seeking a technically savvy, customer‑facing SaaS Technical Support Analyst to help customers maximize the value of our platform.

You will troubleshoot issues, contribute to knowledge base content, and collaborate with Product, Engineering, Sales, and Customer Success to improve the user experience and drive adoption. This role also combines proactive education and process improvements to scale support operations.

Qualifications

• Bachelor's degree required or equivalent experience.
• Minimum 2 years in a related B2B SaaS/support role.
• Experience with Zendesk and basic API/log review is a plus.

Responsibilities

• Lead technical support for SaaS platform via Zendesk; resolve issues timely.
• Collaborate with Product, Engineering, Sales, and Customer Success.
• Develop knowledge base content and customer training materials.
• Support onboarding sessions and customer health checks.

Skills

B2B SaaS support

Technical troubleshooting

Zendesk

Azure DevOps

Communication

Issue analysis

Customer training

Education

Bachelor's degree

2 years related experience

Tools

Zendesk

Azure DevOps

Job description

Trinnex, a water‑tech SaaS company in Baton Rouge, LA, is seeking a technically savvy, customer‑facing SaaS Technical Support Analyst to help customers maximize the value of our platform.

You will troubleshoot issues, contribute to knowledge base content, and collaborate with Product, Engineering, Sales, and Customer Success to improve the user experience and drive adoption. This role also combines proactive education and process improvements to scale support operations.