SaaS Tech Support Specialist – Water Tech

Trinnex

Rutland (VT)

On-site

USD 60,000 - 90,000

Full time

8 days ago

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Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to empower customers and maximize value of our water-tech platform. You will troubleshoot, resolve issues, and coordinate with Product, Engineering, and Customer Success teams.

You will also contribute to knowledge base content, training materials, and proactive support initiatives to improve adoption and reduce churn. Travel is limited and the role emphasizes clear communication and customer empathy.

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 resolutions.
Partner with Engineering and Product teams to elevate critical issues and advocate for customer-driven enhancements.
Monitor ticket queues and support metrics to ensure SLAs are met.