SaaS Support Engineer – Tech & Customer Success

Trinnex; Tucson (AZ); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith Inc. seeks a technically savvy SaaS Technical Support Analyst to deliver high-quality support, troubleshoot issues, and drive customer success. You will partner with Product, Engineering, Sales, and Customer Success to resolve challenges and improve the user experience.

You will also build knowledge base content, support training initiatives, and communicate product enhancements to users, helping scale our support operations and improve adoption.

Qualifications

• Experience in a B2B SaaS tech support, IT help desk or customer success role.
• Familiarity with Zendesk and Azure DevOps; strong API basics.
• Excellent written and verbal communication; able to explain technical concepts clearly.
• Proven ability to troubleshoot issues and provide customer-focused solutions.

Responsibilities

• Lead SaaS technical support for customers, manage Zendesk tickets and SLAs.
• Create and maintain knowledge base content, FAQs, and tutorials.
• Support product demonstrations and customer onboarding with technical depth.
• Collaborate with Engineering, Product, Sales, and Customer Success teams.
• Identify trends, assist training, and contribute to customer retention strategies.
• Communicate product updates and release impacts to users in a proactive way.

Skills

B2B SaaS support

Zendesk

Azure DevOps

API fundamentals

Clear communication

Troubleshooting

Product demonstrations

Education

Bachelor's degree

Job description

CDM Smith Inc. seeks a technically savvy SaaS Technical Support Analyst to deliver high-quality support, troubleshoot issues, and drive customer success. You will partner with Product, Engineering, Sales, and Customer Success to resolve challenges and improve the user experience.

You will also build knowledge base content, support training initiatives, and communicate product enhancements to users, helping scale our support operations and improve adoption.