SaaS Support Specialist - Elevating Customer Success & Tech

Trinnex

Fairbanks (AK)

On-site

USD 78,000 - 129,000

Full time

8 days ago

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Job summary

CDM Smith is seeking a technically adept SaaS Technical Support Analyst to serve as a product expert, resolve customer issues, and partner with Product, Engineering, and Customer Success teams to enhance the user experience and drive adoption.

You will manage Zendesk tickets, contribute to knowledge base content, and assist in delivering technical onboarding and workshops to clients in the United States. Travel as needed.

Qualifications

Bachelor's degree required.
2 years of related experience.
Experience in B2B SaaS technical support.
Experience with Zendesk and Azure DevOps.

Responsibilities

Serve as primary contact for customer technical support via Zendesk.
Troubleshoot SaaS platform issues and drive timely resolutions.
Collaborate with Engineering and Product to escalate bugs and improvements.
Monitor support metrics and maintain SLAs.
Create knowledge base content and customer training materials.

Skills

SaaS support

Zendesk

Azure DevOps

Technical communication

API logs review

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

You will manage Zendesk tickets, contribute to knowledge base content, and assist in delivering technical onboarding and workshops to clients in the United States. Travel as needed.

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