SaaS Support Engineer: Water Tech Innovator

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

Job summary

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to serve as a trusted product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges and improve the user experience.

You'll also contribute to knowledge base content, customer training, and onboarding initiatives to drive adoption and retention across public-sector clients in the

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.

Responsibilities

• Serve as the primary contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues and deliver timely resolutions.
• Collaborate with Engineering and Product teams to track bugs and advocate for customer-driven enhancements.

Skills

B2B SaaS support

Zendesk

Azure DevOps

API logs understanding

Strong communication

Issue analysis

Product demos

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to serve as a trusted product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution. You will work with Product, Engineering, Sales, and Customer Success to resolve challenges and improve the user experience.

You'll also contribute to knowledge base content, customer training, and onboarding initiatives to drive adoption and retention across public-sector clients in the