SaaS Support Engineer — Customer Success & Docs

Trinnex

Juneau (AK)

On-site

USD 78,000 - 129,000

Full time

7 days ago

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Job summary

CDM Smith Inc. seeks a technically savvy SaaS Technical Support Analyst to join our team. You will act as a product expert, delivering responsive technical support, troubleshooting, and issue resolution for customers, while collaborating with Product, Engineering, Sales, and Customer Success.

You will also contribute to knowledge base content, training initiatives, and communicating product updates to users to drive adoption and retention.

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.

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 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.