SaaS Tech Support Analyst — Drive Adoption & Resolve Issues

Trinnex; Wilmington (DE); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to join our growing team. You will serve as a trusted product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution while collaborating with Product, Engineering, Sales and Customer Success.

In addition to handling tickets, you will build knowledge base content and support training initiatives, communicating product updates to users. Travel up to 10% may be required.

Qualifications

• Bachelor's degree and 2 years of related experience.
• Experience in a B2B SaaS technical support or customer success role.
• Familiar with Zendesk and Azure DevOps.
• Strong written and verbal communication skills to explain complex technical concepts.
• Ability to troubleshoot, analyze issues, and provide solutions with limited supervision.
• Experience delivering product demonstrations and customer training.

Responsibilities

• Serve as the primary point of contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues, investigate bugs, and provide timely resolutions.
• Collaborate with Engineering and Product to escalate issues and advocate for improvements.
• Monitor support metrics and ensure SLAs are met.
• Maintain Zendesk workflows and reporting.
• Communicate product updates and release impacts to users.

Skills

B2B SaaS support

API logs awareness

Zendesk & Azure DevOps

Customer communications

Issue analysis

Software demos & trainings

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to join our growing team. You will serve as a trusted product expert, helping customers maximize value through responsive support, troubleshooting, and issue resolution while collaborating with Product, Engineering, Sales and Customer Success.

In addition to handling tickets, you will build knowledge base content and support training initiatives, communicating product updates to users. Travel up to 10% may be required.