SaaS Support Specialist — Troubleshooting & Training

Trinnex

Olympia (WA)

On-site

USD 78,000 - 129,000

Full time

14 days+

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

CDM Smith Inc. is seeking a technically savvy SaaS Technical Support Analyst to support our customers across the US.

You will troubleshoot, document, and resolve complex SaaS issues, collaborate with Product, Engineering, and Customer Success teams, and help scale support operations through knowledge base content and training. Travel up to 10% may be required; domestic/international travel variable by project.

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.
Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical audiences.
Ability to analyze technical issues, identify root causes, and develop effective solutions with limited supervision.
Experience presenting software functionality, conducting demonstrations, and supporting customer training sessions.

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 in a clear and proactive manner.