SaaS Support Engineer & Product Advocate

Trinnex; Norfolk (VA); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith Inc. is seeking a technically savvy SaaS Technical Support Analyst to drive high-value customer support, knowledge base creation, and onboarding initiatives.

You will work with Product, Engineering, Sales, and Customer Success to resolve issues, improve user experience, and boost adoption and retention. Responsibilities include leading Zendesk support, troubleshooting SaaS platform issues, maintaining documentation, and collaborating across teams to deliver effective solutions and

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, and customer-focused 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 service level agreements (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.
• Identify recurring customer questions and support trends to improve documentation and self-service resources.
• Create, maintain, and publish user-friendly knowledge base articles, FAQs, and tutorials for both internal teams and customers.
• Review and update documentation to align with product releases, enhancements, and evolving customer needs.
• Partner with Sales to provide technical expertise during product demonstrations and prospect discussions.
• Assist in developing customer onboarding, training materials, and workshop content.
• Facilitate technical onboarding sessions, product training, and interactive workshops to support user adoption and engagement.
• Support customer health checks and success reviews by serving as a product subject matter expert.
• Help customers understand new features, product roadmap updates, and best practices to increase adoption, satisfaction, and long-term retention.
• Collaborate with Customer Success to identify trends, address potential risks, and contribute to customer retention strategies.

Skills

B2B SaaS support experience

APIs fundamentals

Analytical thinking

Strong communication

Customer training delivery

Software demos

Education

Bachelor's degree

2 years related experience

Tools

Zendesk

Azure DevOps

Job description

CDM Smith Inc. is seeking a technically savvy SaaS Technical Support Analyst to drive high-value customer support, knowledge base creation, and onboarding initiatives.

You will work with Product, Engineering, Sales, and Customer Success to resolve issues, improve user experience, and boost adoption and retention. Responsibilities include leading Zendesk support, troubleshooting SaaS platform issues, maintaining documentation, and collaborating across teams to deliver effective solutions and