SaaS Support & Knowledge Base Specialist

Trinnex; Warren (MI); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith is seeking a SaaS Technical Support Analyst to help customers maximize the value of our digital solutions. You will serve as a trusted product expert, resolving issues and driving adoption through collaboration with Product, Engineering, Sales, and Customer Success teams.

Responsibilities include managing Zendesk requests, creating knowledge base content, and contributing to onboarding, training, and workshops to support user adoption and retention. Travel up to 10% may be required.

Qualifications

• Experience in a B2B SaaS technical support role.
• Understanding of web applications and APIs; API logs experience is a plus.
• Experience with Zendesk and Azure DevOps.
• Strong written and verbal communication; ability to explain technical concepts to non-technical audiences.

Responsibilities

• Serve as the primary contact for customer technical support requests through Zendesk.
• Troubleshoot SaaS platform issues and coordinate with Engineering and Product teams.
• Monitor queues and SLAs; ensure timely resolutions.
• Maintain Zendesk environment, workflows, and reporting.
• Create knowledge base content and customer training materials.
• Support sales demos and onboarding with technical expertise.

Skills

SaaS support experience

Zendesk

Azure DevOps

API basics

Customer training

Strong communication

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith is seeking a SaaS Technical Support Analyst to help customers maximize the value of our digital solutions. You will serve as a trusted product expert, resolving issues and driving adoption through collaboration with Product, Engineering, Sales, and Customer Success teams.

Responsibilities include managing Zendesk requests, creating knowledge base content, and contributing to onboarding, training, and workshops to support user adoption and retention. Travel up to 10% may be required.