SaaS Support Engineer: Customer-Focused, Impact-Driven

Trinnex; Nampa (ID); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith in the United States seeks a technically adept SaaS Technical Support Analyst to partner with product, engineering, sales and customer success, delivering expert technical support, troubleshooting and issue resolution for our SaaS platform.

You will build knowledge base content, train customers, and share product updates while maintaining high satisfaction, driving adoption and retention across our client base.

Qualifications

• 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.

Responsibilities

• Lead technical support for the SaaS platform and manage Zendesk tickets.
• Troubleshoot platform issues, investigate bugs, and provide customer-focused resolutions.
• Collaborate with Engineering and Product to track issues and push for improvements.
• Monitor SLAs and maintain Zendesk workflows and reporting.
• Develop knowledge base content and self-service resources.
• Support onboarding, trainings, and customer success initiatives.

Skills

SaaS support

Troubleshooting

Communication

API logs review

Product demos

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith in the United States seeks a technically adept SaaS Technical Support Analyst to partner with product, engineering, sales and customer success, delivering expert technical support, troubleshooting and issue resolution for our SaaS platform.

You will build knowledge base content, train customers, and share product updates while maintaining high satisfaction, driving adoption and retention across our client base.