SaaS Support Engineer — Customer-Focused & Troubleshooting

Trinnex; West Jordan (UT); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to act as a trusted product expert, delivering responsive support, troubleshooting, and issue resolution for customers. You will collaborate with Product, Engineering, Sales, and Customer Success to drive adoption and retention.

You will help grow support operations by creating knowledge base content, training materials, and communicating product updates to users. Travel may be required.

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

• 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.

Skills

B2B SaaS support

API basics

Zendesk

Azure DevOps

Technical communication

Root-cause analysis

Product demos

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to act as a trusted product expert, delivering responsive support, troubleshooting, and issue resolution for customers. You will collaborate with Product, Engineering, Sales, and Customer Success to drive adoption and retention.

You will help grow support operations by creating knowledge base content, training materials, and communicating product updates to users. Travel may be required.