SaaS Support Engineer: Customer-Focused Troubleshooting

Trinnex

Barre (VT)

On-site

USD 78,000 - 129,000

Full time

8 days ago

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Job summary

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to join our growing 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 with Product, Engineering, Sales, and Customer Success to resolve challenges, improve the user experience, and drive adoption and retention. Domestic and/or international travel may be required, up to 10% of time.

Qualifications

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

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 elevate 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.
Support customer onboarding, training materials, and workshop content.
Facilitate technical onboarding sessions, product training, and interactive workshops to support user adoption and engagement.
Assist in 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 and address risks.