SaaS Support Engineer & Knowledge-Base Creator

Trinnex; Gary (IN); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith Inc. is seeking a technically savvy SaaS Technical Support Analyst to guide customer success with responsive support, troubleshooting, and issue resolution.

You will work cross-functionally with Product, Engineering, Sales, and Customer Success to resolve challenges and improve the user experience. The role emphasizes creating knowledge resources, supporting training initiatives, and communicating product updates to users.

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

• Lead as primary tech support contact via Zendesk; resolve tickets timely and accurately.
• Troubleshoot SaaS platform issues; investigate bugs and communicate fixes to customers.
• Collaborate with Engineering and Product to escalate, track, and implement improvements.
• Monitor queues and SLAs; maintain Zendesk workflows and reporting.
• Provide clear product updates and release impacts to customers.
• Create knowledge base content and tutorials for internal and external users.
• Support onboarding, training materials, and customer workshops to boost adoption.

Skills

B2B SaaS

IT Help Desk

Customer Success

Zendesk

Azure DevOps

API basics

Communication

Problem solving

Product demos

Training sessions

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith Inc. is seeking a technically savvy SaaS Technical Support Analyst to guide customer success with responsive support, troubleshooting, and issue resolution.

You will work cross-functionally with Product, Engineering, Sales, and Customer Success to resolve challenges and improve the user experience. The role emphasizes creating knowledge resources, supporting training initiatives, and communicating product updates to users.