SaaS Technical Support Specialist — Customer Enablement

Trinnex; San Francisco (CA); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to provide expert customer support, troubleshoot issues, and drive adoption of our water‑tech solutions. You will work with Product, Engineering, Sales, and Customer Success teams to resolve challenges and improve the user experience.

The role emphasizes knowledge‑base content creation, training initiatives, and ongoing customer health checks to ensure retention and satisfaction across public sector clients.

Qualifications

• Experience in a B2B SaaS technical support or related role.
• Understanding of web apps, SaaS platforms, and API fundamentals; reviewing API logs is a plus.
• Experience with Zendesk and Azure DevOps for support and development workflows.

Responsibilities

• Serve as the primary point of contact for customer tech support via Zendesk and manage SLAs.
• Troubleshoot SaaS platform issues, investigate bugs, and provide timely resolutions.
• Collaborate with Engineering/Product to drive customer‑driven enhancements and bug fixes.
• Create, maintain, and publish knowledge base content and self‑service resources.
• Support sales demos, onboarding, training materials, and customer success initiatives.

Skills

SaaS technical support

Zendesk

Azure DevOps

Communication skills

Troubleshooting

Customer training

API logs review

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to provide expert customer support, troubleshoot issues, and drive adoption of our water‑tech solutions. You will work with Product, Engineering, Sales, and Customer Success teams to resolve challenges and improve the user experience.

The role emphasizes knowledge‑base content creation, training initiatives, and ongoing customer health checks to ensure retention and satisfaction across public sector clients.