SaaS Support Specialist - Water Tech

Trinnex; Rancho Cucamonga (CA); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to act as a trusted product expert. You will assist customers with troubleshooting, issue resolution, and maximizing the value of our solutions by working with Product, Engineering, Sales, and Customer Success teams.

You will also contribute to knowledge base content, training initiatives, and communicate product updates to users, while aligning with SLAs and scaling support operations.

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

• Lead as the primary contact for customer technical support via Zendesk.
• Troubleshoot SaaS platform issues, investigate bugs, and provide timely resolutions.
• Collaborate with Engineering and Product to escalate issues and drive improvements.
• Monitor support metrics and SLAs to ensure reliable service.
• Maintain Zendesk workflows, reporting, and knowledge base content.

Skills

SaaS technical support

Zendesk

Azure DevOps

Customer training

Technical communication

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to act as a trusted product expert. You will assist customers with troubleshooting, issue resolution, and maximizing the value of our solutions by working with Product, Engineering, Sales, and Customer Success teams.

You will also contribute to knowledge base content, training initiatives, and communicate product updates to users, while aligning with SLAs and scaling support operations.