SaaS Support Engineer: Troubleshooting, Training & Adoption

Trinnex

Rockford (IL)

On-site

USD 78,000 - 129,000

Full time

14 days+

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Job summary

CDM Smith is seeking a technically adept SaaS Technical Support Analyst to help customers maximize the value of our solutions. You will troubleshoot issues, collaborate with Product and Engineering, and contribute to knowledge base content and customer training.

Travel may be required. This role emphasizes SLAs, effective communication, and driving adoption and retention across our customer base.

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 questions and contribute to knowledge base content and self-service resources.
Create, maintain, and publish user-friendly KB articles, FAQs, and tutorials for internal teams and customers.
Review and update documentation to align with product releases and evolving needs.
Partner with Sales to provide technical expertise during product demonstrations and prospect discussions.
Assist in developing onboarding, training materials, and workshop content.
Facilitate onboarding sessions, product training, and workshops to support adoption and engagement.
Support customer health checks and success reviews as a product expert.
Help customers understand new features and roadmaps to improve retention.