SaaS Technical Support Analyst

Company Overview

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.

Job Description

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.

 

#LI-DNI

Skills & Abilities

• 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.

Amount of Travel Required

10% or less
EEO Statement

We attract the best people in the industry, supporting their efforts to learn and grow. We strive to create a challenging and progressive work environment. We provide career opportunities that span a variety of disciplines and geographic locations, with projects that our employees plan, design, build and operate as diverse as the needs of our clients. CDM Smith Inc. and its divisions and subsidiaries are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, pregnancy related conditions, childbirth and related medical conditions, sexual orientation, gender identity or gender expression), national origin, age, marital status, physical or mental disability, veteran status, citizenship status, genetic information or any other characteristic protected by applicable law.
Background Check and Drug Testing Information

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.
Massachusetts Applicants

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Pay Range Min

USD $78,478.00
Pay Range Max

USD $129,459.00
Additional Pay Range Information

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.
Additional Compensation

All bonuses at CDM Smith are discretionary and may or may not apply to this position.
Visa Sponsorship Available

No-We will not support sponsorship in the United States, i.e. H-1B or TN Visas for this position
Agency Disclaimer

All vendors must have a signed CDM Smith Placement Agreement from the CDM Smith Talent Acquisition Manager to receive payment for your placement. Verbal or written commitments from any other member of the CDM Smith Inc. and its divisions and subsidiaries staff will not be considered binding terms. All unsolicited resumes sent to CDM Smith Inc. and its divisions and subsidiaries and any resume submitted to any employee outside of CDM Smith Talent Acquisition Team will be considered property of CDM Smith. CDM Smith Inc. and its divisions and subsidiaries will not be held liable to pay a placement fee.