SaaS Support Engineer: Elevate Customer Success

Trinnex; West Palm Beach (FL); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith Inc. is seeking a technically savvy SaaS Technical Support Analyst to deliver proactive product expertise and responsive support for our customers.

You will collaborate with Product, Engineering, Sales, and Customer Success teams to resolve issues, improve user experiences, and drive adoption and retention. The role emphasizes leadership in handling Zendesk tickets, building helpful knowledge base content, and supporting customer onboarding and training initiatives to scale our support

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

• Technical Support Leadership: Serve as the primary point of contact for customer technical support requests through Zendesk; troubleshoot SaaS platform issues; track bug resolution and advocate for customer-driven enhancements; monitor SLAs; administer Zendesk environment; communicate status and product updates to customers.
• Knowledge Base & Content Development: Create and publish knowledge base articles, FAQs, and tutorials; identify recurring questions; update documentation with product releases.
• Sales, Training & Customer Success Support: Collaborate with Sales for technical demos; develop onboarding and training materials; lead onboarding sessions and workshops; support customer health checks and retention strategies.

Skills

B2B SaaS support

Web apps & API basics

Communication

Root cause analysis

Software onboarding & training

Demonstrations & training

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith Inc. is seeking a technically savvy SaaS Technical Support Analyst to deliver proactive product expertise and responsive support for our customers.

You will collaborate with Product, Engineering, Sales, and Customer Success teams to resolve issues, improve user experiences, and drive adoption and retention. The role emphasizes leadership in handling Zendesk tickets, building helpful knowledge base content, and supporting customer onboarding and training initiatives to scale our support