SaaS Technical Support Analyst - Drive Customer Success

Trinnex; Paterson (NJ); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex, a pioneering water-tech SaaS provider in the United States, seeks a technically savvy, customer‑focused SaaS Technical Support Analyst. You will serve as a product expert, resolve complex issues, and partner with Product, Engineering, Sales and Customer Success to boost adoption and retention.

You will also contribute to knowledge base content, customer training, and communicate product updates. Travel up to 10% may be required; a Bachelor's degree and 2+ years in B2B SaaS support are

Qualifications

• 2+ years in B2B SaaS support or related role.
• Bachelor's degree required.
• Experience with Zendesk and Azure DevOps is a plus.

Responsibilities

• Serve as the primary point of contact for customer technical support via Zendesk.
• Troubleshoot SaaS platform issues and provide timely resolutions.
• Collaborate with Engineering and Product to track bugs and recommend enhancements.
• Monitor support SLAs and maintain support workflows.

Skills

SaaS support

API fundamentals

Strong communication

Analytical problem solving

Customer onboarding training

Software demonstrations

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex, a pioneering water-tech SaaS provider in the United States, seeks a technically savvy, customer‑focused SaaS Technical Support Analyst. You will serve as a product expert, resolve complex issues, and partner with Product, Engineering, Sales and Customer Success to boost adoption and retention.

You will also contribute to knowledge base content, customer training, and communicate product updates. Travel up to 10% may be required; a Bachelor's degree and 2+ years in B2B SaaS support are