SaaS Technical Support Analyst for Water Tech

Trinnex; Winston-Salem (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Trinnex seeks a technically adept SaaS Technical Support Analyst to help customers maximize value from our water-tech solutions. You will serve as a product expert, resolving issues, and guiding adoption while collaborating with Product, Engineering, Sales, and Customer Success teams.

You will build knowledge base content, support onboarding and training, and communicate product updates to users, ensuring high satisfaction and retention across diverse public-sector clients.

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.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical audiences.
• Ability to analyze technical issues, identify root causes, and develop effective solutions with limited supervision.
• Experience presenting software functionality, conducting demonstrations, and supporting customer 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, 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 service level agreements (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.
• Identify recurring customer questions and support trends to improve documentation and self‑service resources.
• Create, maintain, and publish user‑friendly knowledge base articles, FAQs, and tutorials for internal teams and customers.

Skills

B2B SaaS support

API fundamentals

Zendesk & Azure DevOps

Clear communication

Troubleshooting

User training

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex seeks a technically adept SaaS Technical Support Analyst to help customers maximize value from our water-tech solutions. You will serve as a product expert, resolving issues, and guiding adoption while collaborating with Product, Engineering, Sales, and Customer Success teams.

You will build knowledge base content, support onboarding and training, and communicate product updates to users, ensuring high satisfaction and retention across diverse public-sector clients.