SaaS Support Engineer - Water Tech & Customer Success

Trinnex; Bellevue (NE); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith Inc. seeks a SaaS Technical Support Analyst to act as a trusted product expert, resolving customer issues and guiding adoption. You will collaborate with Product, Engineering, Sales, and Customer Success teams to improve the user experience and drive retention.

You will also build knowledge base content, support training initiatives, and communicate product updates to users, while delivering effective onboarding and technical demonstrations.

Qualifications

• Bachelor's degree.
• 2 years of related experience.

Responsibilities

• Handle Zendesk tickets, troubleshoot issues, and meet SLAs with clear customer communication.
• Create and maintain knowledge base articles, FAQs, and tutorials for internal and external users.
• Support sales demos, onboarding, and training materials; drive customer adoption and retention.

Skills

B2B SaaS support

API logs

Zendesk

Azure DevOps

Strong communication

Issue analysis

Education

Bachelor's degree

2 years related experience

Tools

Zendesk

Azure DevOps

Job description

CDM Smith Inc. seeks a SaaS Technical Support Analyst to act as a trusted product expert, resolving customer issues and guiding adoption. You will collaborate with Product, Engineering, Sales, and Customer Success teams to improve the user experience and drive retention.

You will also build knowledge base content, support training initiatives, and communicate product updates to users, while delivering effective onboarding and technical demonstrations.