SaaS Support & Solutions Engineer

Trinnex; Tacoma (WA); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith Inc. is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive support and issue resolution.

You will collaborate with Product, Engineering, Sales and Customer Success to resolve challenges, improve the user experience, and drive adoption and retention. The role requires travel up to 10% and a Bachelor's degree with 2 years of related experience.

Qualifications

• Experience in a B2B SaaS support role.
• Ability to troubleshoot SaaS platform issues and bugs.
• Strong written and verbal communication skills.
• Experience presenting software functionality and demos.

Responsibilities

• Lead technical support through Zendesk, resolving customer issues promptly.
• Collaborate with Engineering and Product to track bug resolution and advocate improvements.
• Develop and maintain knowledge base content and customer training materials.
• Support sales demos with technical expertise and assist onboarding/training sessions.
• Monitor support metrics and ensure SLAs are achieved.

Skills

B2B SaaS support

Technical troubleshooting

Customer communication

Issue resolution

Product demonstrations

Analytical thinking

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith Inc. is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive support and issue resolution.

You will collaborate with Product, Engineering, Sales and Customer Success to resolve challenges, improve the user experience, and drive adoption and retention. The role requires travel up to 10% and a Bachelor's degree with 2 years of related experience.