SaaS Support & Training Specialist

Trinnex; Covington (KY); On-site; USD 60,000 - 90,000; Full time

Job summary

Trinnex is seeking a technically adept SaaS Technical Support Analyst to help customers maximize value from our digital water-management solutions. You will troubleshoot, resolve issues, and work with Product, Engineering, and Customer Success teams to drive adoption and retention.

Responsibilities include managing Zendesk tickets, creating knowledge base content, and assisting in training initiatives and workshops to support user onboarding and ongoing success.

Qualifications

• Experience in a B2B SaaS support or related role.
• Understanding of web applications, SaaS platforms, and API fundamentals.
• Experience with Zendesk and Azure DevOps.
• Strong written and verbal communication; can explain complex technical concepts to non-technical audiences.
• Ability to analyze technical issues and propose solutions with limited supervision.
• Experience presenting software functionality and 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 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 clearly.
• Identify recurring questions and create knowledge base content and tutorials.
• Assist in onboarding, training materials, and workshops for customers.

Skills

B2B SaaS support

Zendesk

Azure DevOps

API fundamentals

Communication

Troubleshooting

Training sessions

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically adept SaaS Technical Support Analyst to help customers maximize value from our digital water-management solutions. You will troubleshoot, resolve issues, and work with Product, Engineering, and Customer Success teams to drive adoption and retention.

Responsibilities include managing Zendesk tickets, creating knowledge base content, and assisting in training initiatives and workshops to support user onboarding and ongoing success.