SaaS Support Engineer, Water Tech

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

Job summary

CDM Smith is seeking a technically skilled SaaS Technical Support Analyst to join our client-facing team. You will be the trusted product expert, resolving issues, guiding customers, and collaborating with Product, Engineering, and Customer Success to improve adoption and satisfaction.

In this role you will manage Zendesk tickets, develop knowledge base content, and help deliver onboarding and training sessions to drive reliable usage and expansion of our cloud solutions.

Qualifications

• Experience in a B2B SaaS technical support or related role.
• Understanding of web applications, SaaS platforms, and API fundamentals.
• Experience reviewing API logs is a plus.
• Strong written and verbal communication skills.

Responsibilities

• Serve as the primary point of contact for customer technical support requests through Zendesk.
• Troubleshoot SaaS platform issues and deliver timely resolutions.
• Collaborate with Engineering and Product teams to address critical issues.
• Monitor SLAs and maintain Zendesk workflows and reporting.
• Create knowledge base content and user tutorials.
• Support sales demos and customer training sessions.

Skills

SaaS support

Zendesk

Azure DevOps

API logs

Communication

Issue analysis

Product demos

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith is seeking a technically skilled SaaS Technical Support Analyst to join our client-facing team. You will be the trusted product expert, resolving issues, guiding customers, and collaborating with Product, Engineering, and Customer Success to improve adoption and satisfaction.

In this role you will manage Zendesk tickets, develop knowledge base content, and help deliver onboarding and training sessions to drive reliable usage and expansion of our cloud solutions.