SaaS Technical Support Specialist for Customer Success
Trinnex
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Job summary
Trinnex, a water-tech SaaS company, is seeking a technically savvy, customer‑focused SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive support, troubleshooting, and issue resolution.
You will collaborate with Product, Engineering, Sales, and Customer Success teams, create knowledge base content and training materials, and support onboarding to drive adoption and retention.
Qualifications
- Experience in a B2B SaaS technical support, IT help desk, customer success, or related role.
- Understanding of web applications, SaaS platforms, and API fundamentals; API logs are a plus.
- Experience with support and development tools such as Zendesk and Azure DevOps.
- Strong written and verbal communication skills for non‑technical audiences.
- Ability to analyze technical issues, identify root causes, and propose solutions.
Responsibilities
- Serve as primary contact for customer technical support requests via Zendesk.
- Troubleshoot SaaS platform issues and investigate bugs with timely resolutions.
- Collaborate with Engineering and Product to elevate issues and drive improvements.
- Monitor SLAs and maintain Zendesk workflows and reporting.
- Create knowledge base content and assist in customer training initiatives.
- Support onboarding sessions and product demonstrations to drive adoption.
Skills
Education
Tools
Job description
Trinnex, a water-tech SaaS company, is seeking a technically savvy, customer‑focused SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive support, troubleshooting, and issue resolution.
You will collaborate with Product, Engineering, Sales, and Customer Success teams, create knowledge base content and training materials, and support onboarding to drive adoption and retention.
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