SaaS Technical Support Analyst

Trinnex is seeking a technically savvy and customer-focused SaaS Technical Support Analyst to join our growing team. In this role, you will serve as a trusted product expert, helping customers maximize the value of our solutions through responsive technical support, troubleshooting, and issue resolution. You will work closely with Product, Engineering, Sales, and Customer Success teams to resolve customer challenges, improve the user experience, and drive customer adoption and retention.

In addition to managing support requests, you will contribute to the growth and scalability of our support operations by creating knowledge base content, supporting customer training initiatives, and communicating product enhancements and updates to users.

Technical Support Leadership (70%)

• Serve as the primary point of contact for customer technical support requests through the Zendesk ticketing system.

• Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate, and customer-focused resolutions.

• Partner with Engineering and Product teams to escalate critical issues, track bug resolution, and advocate for customer-driven enhancements.

• Monitor ticket queues and support metrics to ensure service level agreements (SLAs) are consistently achieved.

• Administer and maintain the Zendesk support environment, workflows, and reporting.

• Communicate issue status, product updates, and release impacts to customers in a clear and proactive manner.

Knowledge Base & Content Development (15%)

• Identify recurring customer questions and support trends to improve documentation and self-service resources.

• Create, maintain, and publish user-friendly knowledge base articles, FAQs, and tutorials for both internal teams and customers.

• Review and update documentation to align with product releases, enhancements, and evolving customer needs.

Sales, Training & Customer Success Support (15%)

• Partner with Sales to provide technical expertise during product demonstrations and prospect discussions.

• Assist in developing customer onboarding, training materials, and workshop content.

• Facilitate technical onboarding sessions, product training, and interactive workshops to support user adoption and engagement.

• Support customer health checks and success reviews by serving as a product subject matter expert.

• Help customers understand new features, product roadmap updates, and best practices to increase adoption, satisfaction, and long-term retention.

• Collaborate with Customer Success to identify trends, address potential risks, and contribute to customer retention strategies., CDM Smith Inc. and its divisions and subsidiaries (hereafter collectively referred to as “CDM Smith”) reserves the right to require background checks including criminal, employment, education, licensure, etc. as well as credit and motor vehicle when applicable for certain positions. In addition, CDM Smith may conduct drug testing for designated positions. Background checks are conducted after an offer of employment has been made in the United States. The timing of when background checks will be conducted on candidates for positions outside the United States will vary based on country statutory law but in no case, will the background check precede an interview. CDM Smith will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant’s criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate. In addition, during employment individuals may be required by CDM Smith or a CDM Smith client to successfully complete additional background checks, including motor vehicle record as well as drug testing., CDM Smith is committed to fair and equitable compensation practices. This pay range is a good faith estimate representative of all experience levels for the geographic location assigned to the position. In addition to geographic location, a candidate’s salary is determined by several other factors including, but not limited to, the role, function and associated responsibilities, relevant work experience, skills, required certifications, and education/training.

• 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.

Qualifications

• Bachelor’s degree.

• 2 years of related experience.

Domestic and/or international travel may be required. The frequency of travel is contingent on specific duties, responsibilities, and the essential functions of the position, which may vary depending on workload and project demands. Equivalent additional directly related experience will be considered in lieu of a degree.

If you are passionate about water and technology, Trinnex is the place for you! Trinnex is a visionary company that is transforming the way water resources are managed and protected. By combining cutting-edge digital technologies, such as sensor/IoT data, models, geospatial data, and AI/machine learning, we create innovative, smart, and scalable solutions that make a difference. Whether it’s optimizing water supply and demand, detecting leaks and anomalies, or enhancing water quality and resilience, Trinnex delivers value and impact to public sector clients across the country.