SaaS Support & Customer Success Specialist

Trinnex

Indianapolis (IN)

On-site

USD 78,000 - 129,000

Full time

2 days ago

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Job summary

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 value through responsive technical support, troubleshooting, and issue resolution.

You will work closely with Product, Engineering, Sales, and Customer Success to resolve customer challenges, improve the user experience, and drive customer adoption and retention, while contributing to scalable support operations and knowledge content.

Qualifications

2 years of related experience.
Experience with web applications, SaaS platforms, and API fundamentals; reviewing API logs is a plus.
Proficient in Zendesk and Azure DevOps.
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.

Responsibilities

Serve as the primary contact for customer technical support requests through Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate resolutions.
Collaborate with Engineering and Product 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.
Identify trends to improve documentation and self-service resources.
Create, maintain, and publish knowledge base articles, FAQs, and tutorials.
Review and update documentation to align with product releases and evolving needs.
Partner with Sales to provide technical expertise during product demonstrations and prospect discussions.
Assist in developing customer onboarding, training materials, and workshop content.
Facilitate onboarding sessions, product training, and workshops to support adoption.
Support customer health checks and success reviews by serving as a product SME.
Help customers understand new features and roadmaps to increase adoption and retention.
Collaborate with Customer Success to identify trends and risks.