SaaS Support Engineer - Drive Adoption & Resolve Issues

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

Job summary

CDM Smith Inc. seeks a technically savvy SaaS Technical Support Analyst to resolve customer issues, create knowledge content, and support onboarding and product training. You will partner with Product, Engineering, Sales, and Customer Success to improve adoption, retention, and satisfaction.

Responsibilities include leading Zendesk support, developing self-service resources, and aiding in demonstrations and workshops to ensure customers gain value from our SaaS platform.

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 Zendesk.
• Troubleshoot SaaS platform issues and deliver timely resolutions.
• Collaborate with Engineering and Product to track bugs and implement customer-driven enhancements.
• Monitor ticket queues and SLAs to ensure service levels are met.
• Administer the Zendesk environment, workflows, and reporting.
• Communicate updates and release impacts to customers clearly.
• Create and publish knowledge base articles, FAQs, and tutorials.
• Update documentation to align with product releases.
• Support sales demos with technical expertise.
• Help develop onboarding materials and training sessions.
• Facilitate onboarding sessions and workshops.
• Support health checks and retention discussions.
• Explain new features and roadmap updates to customers.

Skills

B2B SaaS support

IT help desk

Customer success

Zendesk

Azure DevOps

API basics

Communication

Troubleshooting

Education

Bachelor's degree

2 years related experience

Tools

Zendesk

Azure DevOps

Job description

CDM Smith Inc. seeks a technically savvy SaaS Technical Support Analyst to resolve customer issues, create knowledge content, and support onboarding and product training. You will partner with Product, Engineering, Sales, and Customer Success to improve adoption, retention, and satisfaction.

Responsibilities include leading Zendesk support, developing self-service resources, and aiding in demonstrations and workshops to ensure customers gain value from our SaaS platform.