SaaS Support Engineer - Water Tech Innovator

Trinnex; Irvine (CA); Presencial; USD 78.000 - 129.000; Jornada completa

Descripción de la vacante

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to join our team. In this role, you will serve as a trusted product expert, helping customers maximize value through responsive technical support, troubleshooting, and issue resolution across Product, Engineering, Sales, and Customer Success teams.

You will contribute to scaling support operations by creating knowledge base content, supporting training initiatives, and communicating product enhancements to users to drive

Formación

• Experience in a B2B SaaS technical support, IT help desk, customer success, or related role.
• Understanding of web applications, SaaS platforms, and API fundamentals; API logs review is a plus.
• Experience with support and development tools such as Zendesk and Azure DevOps.

Responsabilidades

• Technical Support Leadership (70%): manage Zendesk tickets, troubleshoot SaaS issues, coordinate with Engineering/Product, monitor SLAs, maintain Zendesk environment, communicate updates to customers.
• Knowledge Base & Content Development (15%): create/update KB articles, FAQs, tutorials; publish self-service resources.
• Sales, Training & Customer Success Support (15%): assist in product demos, onboarding materials, training sessions, and customer health checks.

Conocimientos

B2B SaaS support

API fundamentals

Zendesk

Azure DevOps

Communication skills

Demonstrations & training

Educación

Bachelor's degree

2 years related experience

Herramientas

Zendesk

Azure DevOps

Descripción del empleo

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to join our team. In this role, you will serve as a trusted product expert, helping customers maximize value through responsive technical support, troubleshooting, and issue resolution across Product, Engineering, Sales, and Customer Success teams.

You will contribute to scaling support operations by creating knowledge base content, supporting training initiatives, and communicating product enhancements to users to drive