SaaS Support Engineer & Knowledge Base Lead

Trinnex; Butte (MT); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith is seeking a technically adept SaaS Technical Support Analyst to act as a product expert and deliver responsive technical support. You will troubleshoot issues, collaborate with Product and Engineering, and contribute to knowledge base content while supporting training initiatives.

You will also help with onboarding sessions, workshops, and health checks to drive adoption and retention across our public sector clients. Some travel is expected.

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; API logs a plus.
• Experience with support and development tools such as Zendesk and Azure DevOps.

Responsibilities

• Serve as the primary contact for customer technical support requests via Zendesk and monitor queues to meet SLAs.
• Create, maintain, and publish knowledge base articles, FAQs, and tutorials for internal teams and customers.
• Assist in product demonstrations, onboarding, training materials, and workshops to support user adoption and retention.

Skills

SaaS support

API fundamentals

Communication skills

Issue analysis

Product demos

Training support

Education

Bachelor's degree

2 years of related experience

Tools

Zendesk

Azure DevOps

Job description

CDM Smith is seeking a technically adept SaaS Technical Support Analyst to act as a product expert and deliver responsive technical support. You will troubleshoot issues, collaborate with Product and Engineering, and contribute to knowledge base content while supporting training initiatives.

You will also help with onboarding sessions, workshops, and health checks to drive adoption and retention across our public sector clients. Some travel is expected.