SaaS Support Engineer — Elevate Customer Success

Trinnex

Walnut Creek (CA)

On-site

USD 78,000 - 129,000

Full time

2 days ago

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Job summary

CDM Smith Inc. is seeking a technically proficient SaaS Technical Support Analyst to deliver responsive support, troubleshoot issues, and drive adoption of our cloud solutions. You will collaborate with Product, Engineering, Sales, and Customer Success teams to resolve challenges and improve the user experience.

You will also contribute to knowledge base content, customer training materials, and updates on product enhancements to support scalable support operations and customer retention.

Qualifications

Bachelor's degree is required.
2 years of related experience.
Domestic and/or international travel may be required.

Responsibilities

Serve as primary contact for customer technical support requests through Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions.
Partner with Engineering and Product teams to elevate issues and advocate for enhancements.
Monitor ticket queues and ensure SLAs are met.
Administer and maintain the Zendesk environment and reporting.
Communicate issue status and product updates to customers.

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

You will also contribute to knowledge base content, customer training materials, and updates on product enhancements to support scalable support operations and customer retention.

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