SaaS Technical Support Specialist - Water Tech Innovator

Trinnex

Burlington (VT)

On-site

USD 78,000 - 129,000

Full time

8 days ago

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Job summary

Trinnex in Burlington, VT is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize value through responsive technical support, troubleshooting, and issue resolution. You will collaborate with Product, Engineering, Sales, and Customer Success to drive adoption, create knowledge base content, and deliver effective onboarding and training.

This role emphasizes leadership in handling support requests, developing self-service resources, and contributing to ongoing

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; experience reviewing API logs is a plus.
Experience with support and development tools such as Zendesk and Azure DevOps.
Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical audiences.
Ability to analyze technical issues, identify root causes, and develop effective solutions with limited supervision.
Experience presenting software functionality, conducting demonstrations, and supporting customer training sessions.

Responsibilities

Lead primary point of contact for customer technical support requests through Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate resolutions.
Partner with Engineering and Product teams to elevate critical issues, track bug resolution, and advocate for customer-driven enhancements.
Monitor ticket queues and support metrics to ensure SLAs are consistently achieved.
Administer and maintain the Zendesk support environment, workflows, and reporting.
Communicate issue status, product updates, and release impacts to customers.