SaaS Technical Support Specialist | Customer Success
Trinnex
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Job summary
Trinnex is seeking a technically savvy SaaS Technical Support Analyst to deliver expert technical support and troubleshooting for our cloud-based water management solutions. You will collaborate with Product, Engineering, Sales, and Customer Success teams to resolve issues, improve the user experience, and drive adoption and retention.
You will also contribute to knowledge base content, customer training, and product updates communication, while maintaining SLA performance and customer
Qualifications
- Bachelor's degree required.
- At least 2 years of related experience in SaaS support or IT/help desk.
- Experience with B2B SaaS platforms and API fundamentals is a plus.
- Experience with Zendesk and Azure DevOps.
- Ability to explain complex technical concepts to non-technical audiences.
Responsibilities
- Lead technical support for SaaS products and troubleshoot customer issues.
- Collaborate with Product, Engineering, Sales, and Customer Success teams to resolve challenges.
- Create knowledge base content and support training initiatives.
- Assist in onboarding, training materials, and workshops to support adoption.
- Support customer health checks and retention strategies.
Skills
Education
Tools
Job description
Trinnex is seeking a technically savvy SaaS Technical Support Analyst to deliver expert technical support and troubleshooting for our cloud-based water management solutions. You will collaborate with Product, Engineering, Sales, and Customer Success teams to resolve issues, improve the user experience, and drive adoption and retention.
You will also contribute to knowledge base content, customer training, and product updates communication, while maintaining SLA performance and customer
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