SaaS Technical Support Specialist — Customer Enablement

Trinnex

Buffalo (NY)

On-site

USD 78,000 - 129,000

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 serve as a trusted product expert, helping customers maximize value through responsive technical support, troubleshooting, and issue resolution across our water-tech SaaS platform.

You will work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve user experience, and drive adoption.

Qualifications

Experience in a B2B SaaS support or customer success role.
Understanding of web apps, SaaS platforms, and API basics; API logs experience a plus.
Experience with Zendesk and Azure DevOps tools.

Responsibilities

Serve as the primary point of contact for customer technical support requests through Zendesk.
Troubleshoot SaaS platform issues and deliver timely resolutions.
Collaborate with Engineering and Product to escalate bugs and drive improvements.
Monitor queues and SLAs; maintain Zendesk workflows and reporting.
Create knowledge base content, FAQs, and tutorials for users and internal teams.
Assist in onboarding, training, and product demonstrations for customers.