SaaS Support Analyst - Water Tech & AI Solutions

Trinnex; Los Angeles (CA); Sur place; USD 78 000 - 129 000; Plein temps

Résumé du poste

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to join our team. 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 to resolve challenges, improve the user experience, drive adoption, and support customer retention.

Qualifications

• Experience in a B2B SaaS technical support or related role.
• Understanding of web apps, SaaS, and API basics; reviewing API logs is a plus.
• Experience with Zendesk and Azure DevOps.
• Strong communication skills for non-technical audiences.

Responsabilités

• Lead technical support for SaaS platform via Zendesk.
• Troubleshoot issues, investigate bugs, and deliver timely resolutions.
• Develop knowledge base content and user tutorials.
• Support onboarding, training, and customer success initiatives.

Connaissances

B2B SaaS support

API fundamentals

Zendesk

Azure DevOps

Clear written communication

Root cause analysis

Formation

Bachelor's degree

Outils

Zendesk

Azure DevOps

Description du poste

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to join our team. 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 to resolve challenges, improve the user experience, drive adoption, and support customer retention.