SaaS Support Architect for Water Tech Solutions
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Job summary
CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to serve as a trusted product expert, providing responsive customer support, troubleshooting, and issue resolution for our software solutions.
You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges, improve the user experience, and drive adoption and retention across our SaaS platform.
Qualifications
- Bachelor's degree required.
- 2 years of related experience.
- Travel up to 10% may be required.
- Experience in a B2B SaaS technical support role is preferred.
Responsibilities
- 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 resolutions.
- Partner with Engineering and Product teams to elevate critical issues, track bug resolution, and advocate for customer-driven enhancements.
- Monitor ticket queues and SLAs to ensure reliable service.
- Administer and maintain the Zendesk environment, workflows, and reporting.
- Communicate issue status, product updates, and release impacts to customers clearly.
- Identify recurring questions and develop self-service resources in the knowledge base.
- Create and publish KB articles, FAQs, and tutorials for internal teams and customers.
- Update documentation to align with product releases.
Skills
Education
Tools
Job description
CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to serve as a trusted product expert, providing responsive customer support, troubleshooting, and issue resolution for our software solutions.
You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges, improve the user experience, and drive adoption and retention across our SaaS platform.
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