SaaS Support Engineer & Customer Success Partner

Trinnex; Overland Park (KS); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith seeks 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 teams to resolve customer challenges, improve the user experience, and drive adoption and retention, while contributing to knowledge base content and training

Qualifications

• Bachelor's degree required.
• 2 years of related experience preferred.
• Experience in B2B SaaS technical support or customer success a plus.

Responsibilities

• Serve as primary contact for customer technical support via Zendesk.
• Troubleshoot SaaS platform issues and provide timely resolutions.
• Collaborate with Engineering and Product to address critical issues and improvements.
• Maintain Zendesk workflows, reporting, and SLAs.
• Create knowledge base content and customer training materials.
• Support sales demonstrations and onboarding with technical expertise.

Skills

SaaS support

Zendesk

Azure DevOps

Technical communication

API fundamentals

Web applications

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith seeks 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 teams to resolve customer challenges, improve the user experience, and drive adoption and retention, while contributing to knowledge base content and training