SaaS Technical Support Analyst for Water Tech

Trinnex; Hartford (CT); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption.

In addition to handling support requests, you will contribute to the growth of our support operations by creating knowledge base content, supporting training initiatives, and communicating product

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, 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.
• Partner with Sales to provide technical expertise during product demonstrations and prospect discussions.
• Assist in developing customer onboarding, training materials, and workshop content.
• Facilitate technical onboarding sessions, product training, and interactive workshops to support user adoption and engagement.
• Support customer health checks and success reviews by serving as a product subject matter expert.
• Help customers understand new features, product roadmap updates, and best practices to increase adoption, satisfaction, and long-term retention.
• Collaborate with Customer Success to identify trends, address potential risks, and contribute to customer retention strategies.

Skills

SaaS support

Zendesk

Azure DevOps

API knowledge

Customer communication

Troubleshooting

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges and drive adoption.

In addition to handling support requests, you will contribute to the growth of our support operations by creating knowledge base content, supporting training initiatives, and communicating product