SaaS Technical Support Lead, Water Tech

Trinnex

Tifton (GA)

On-site

USD 50,000 - 90,000

Full time

10 days ago

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Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to join our growing team. You will be a trusted product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution.

Collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges, improve user experience, and drive adoption. You will also create knowledge base content and training materials to scale our support operations.

Qualifications

Bachelor's degree.
2 years of related experience.

Responsibilities

Serve as the primary point of contact for customer technical support requests through Zendesk.
Troubleshoot SaaS platform issues and provide timely resolutions.
Collaborate with Engineering and Product to address bugs and enhancements.
Monitor ticket queues and ensure SLAs are met.
Create, maintain, and publish knowledge base articles and tutorials.
Assist in customer onboarding and training material development.
Support product demonstrations and customer training sessions.