SaaS Support Engineer for Customer Success

Trinnex; Smyrna (DE); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith is seeking a technically adept SaaS Technical Support Analyst to help customers maximize the value of our solutions. You will work with Product, Engineering, Sales, and Customer Success to resolve issues, improve the user experience, and drive adoption and retention.

The role emphasizes support leadership, knowledge content development, and collaboration across teams to ensure high-quality service and effective onboarding for customers.

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 the Zendesk ticketing system.
• Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate 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.

Education

Bachelor's degree

2 years related experience

Tools

Zendesk

Azure DevOps

Job description

CDM Smith is seeking a technically adept SaaS Technical Support Analyst to help customers maximize the value of our solutions. You will work with Product, Engineering, Sales, and Customer Success to resolve issues, improve the user experience, and drive adoption and retention.

The role emphasizes support leadership, knowledge content development, and collaboration across teams to ensure high-quality service and effective onboarding for customers.