SaaS Support Pro: Troubleshooting & Training

Trinnex; Virginia Beach (VA); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith is seeking a technically proficient SaaS Technical Support Analyst to act as a trusted product expert, delivering responsive troubleshooting and issue resolution for customers. You will collaborate across Product, Engineering, Sales, and Customer Success teams to drive adoption and retention.

You will help grow support capabilities by creating knowledge base content, training materials, and communicating product enhancements. Domestic travel may be required.

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 point of contact for customer technical support requests through the Zendesk ticketing system.
• Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate, and customer-focused resolutions.
• Partner with Engineering and Product teams to elevate critical issues, track bug resolution, and advocate for customer-driven enhancements.
• Monitor ticket queues and support metrics to ensure SLAs are consistently achieved.
• Administer and maintain the Zendesk support environment, workflows, and reporting.
• Communicate issue status, product updates, and release impacts to customers clearly.

Skills

B2B SaaS support

API fundamentals

Zendesk

Azure DevOps

Technical communication

Product demos/training

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith is seeking a technically proficient SaaS Technical Support Analyst to act as a trusted product expert, delivering responsive troubleshooting and issue resolution for customers. You will collaborate across Product, Engineering, Sales, and Customer Success teams to drive adoption and retention.

You will help grow support capabilities by creating knowledge base content, training materials, and communicating product enhancements. Domestic travel may be required.