SaaS Technical Support Specialist - Water Tech

Trinnex; BLOOMINGTON (MN); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst in Bloomington, MN to serve as a trusted product expert and help customers maximize value through responsive support and issue resolution.

You will work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve user experience, and drive adoption and retention. Domestic travel may be required.

Qualifications

• Experience in a B2B SaaS technical support or related role.
• Understanding of web applications, SaaS platforms, and API fundamentals; API logs experience a plus.
• Experience with Zendesk and Azure DevOps for support workflows.
• Strong written and verbal communication with non-technical audiences.
• Ability to analyze technical issues and identify root causes with limited supervision.
• Experience presenting software functionality and supporting customer training.

Responsibilities

• Serve as the primary point of contact for customer technical support requests through Zendesk.
• Troubleshoot SaaS platform issues and deliver timely, accurate resolutions.
• Collaborate with Engineering and Product to address critical issues and improvements.
• Develop and maintain knowledge base content, FAQs, and tutorials.
• Assist in onboarding, training materials, and customer success initiatives.

Skills

B2B SaaS support

API fundamentals

Zendesk

Azure DevOps

Communication skills

Analytical thinking

Product demonstrations

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst in Bloomington, MN to serve as a trusted product expert and help customers maximize value through responsive support and issue resolution.

You will work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve user experience, and drive adoption and retention. Domestic travel may be required.