SaaS Technical Support Specialist
Trinnex
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Job summary
Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our water-tech solutions. You will provide responsive technical support, troubleshoot issues, and resolve customer challenges while collaborating with Product, Engineering, Sales, and Customer Success teams to drive adoption and retention.
You will also contribute to knowledge base content, customer training initiatives, and communicate product enhancements and updates to users,
Qualifications
- 2+ years of experience in B2B SaaS support or related roles.
- Strong knowledge of web apps, SaaS platforms, and APIs.
- Experience with Zendesk and Azure DevOps.
- Excellent written and verbal communication for non-technical audiences.
- Proven ability to analyze issues and propose fixes with minimal supervision.
- Experience giving software demonstrations and customer trainings.
Responsibilities
- Lead SaaS technical support via Zendesk and SLAs.
- Troubleshoot platform issues, investigate bugs, and resolve customer queries.
- Collaborate with Engineering to escalate and track resolutions.
- Maintain and improve knowledge base and self-service resources.
- Support sales demos, onboarding, and customer training.
- Contribute to customer health checks and retention efforts.
Skills
Education
Tools
Job description
Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our water-tech solutions. You will provide responsive technical support, troubleshoot issues, and resolve customer challenges while collaborating with Product, Engineering, Sales, and Customer Success teams to drive adoption and retention.
You will also contribute to knowledge base content, customer training initiatives, and communicate product enhancements and updates to users,
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