SaaS Technical Support Engineer

Trinnex; Bangor (ME); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to deliver responsive support, troubleshoot issues, and optimize customer adoption of our water-tech platform. You will work with Product, Engineering, Sales, and Customer Success teams to resolve challenges and improve user experiences.

You will also help build knowledge base content, support training initiatives, and communicate product updates to users, while maintaining strong SLA performance and customer health.

Qualifications

• Bachelor's degree required.
• 2 years of related experience preferred.
• Experience with web apps, SaaS platforms, and API basics is a plus.

Responsibilities

• Serve as primary point of contact for SaaS product support via Zendesk.
• Troubleshoot platform issues and deliver timely resolutions.
• Collaborate with Engineering, Product, Sales, and CS teams.
• Maintain Zendesk workflows, queues, and reporting to meet SLAs.
• Create knowledge base content and customer training materials.
• Assist in onboarding and product demonstrations to drive adoption.

Skills

SaaS support

Troubleshooting

Customer communication

API log analysis

Technical demonstrations

Written communication

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to deliver responsive support, troubleshoot issues, and optimize customer adoption of our water-tech platform. You will work with Product, Engineering, Sales, and Customer Success teams to resolve challenges and improve user experiences.

You will also help build knowledge base content, support training initiatives, and communicate product updates to users, while maintaining strong SLA performance and customer health.