SaaS Support Engineer — Water Tech Solutions

Trinnex

Columbus (GA)

On-site

USD 78,000 - 129,000

Full time

11 days ago

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to join our team. You will serve as a trusted product expert, delivering responsive technical support, troubleshooting, and issue resolution for our customers.

You will collaborate with Product, Engineering, Sales and Customer Success to resolve challenges, improve user experience, and drive adoption and retention. The role emphasizes leadership in support operations and content development.

Qualifications

Experience in B2B SaaS support or related roles.
Understanding of web applications, SaaS platforms, and API fundamentals; familiarity with 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 through Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions.
Partner with Engineering and Product to elevate issues and advocate for customer-driven enhancements.
Monitor ticket queues and SLAs, maintain Zendesk workflows and reporting.
Create, maintain, and publish knowledge base articles, FAQs, and tutorials.
Assist in onboarding, training materials, and workshops to support user adoption.