SaaS Tech Support Analyst — Drive Customer Success
Trinnex
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Job summary
CDM Smith is seeking a technically savvy and customer-focused SaaS Technical Support Analyst to join our growing team. In this role, you will serve as a trusted product expert, helping customers maximize the value of our solutions through responsive technical support, troubleshooting, and issue resolution.
In addition to managing support requests, you will contribute to the growth and scalability of our support operations by creating knowledge base content, supporting customer training
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.
Skills
Education
Tools
Job description
CDM Smith is seeking a technically savvy and customer-focused SaaS Technical Support Analyst to join our growing team. In this role, you will serve as a trusted product expert, helping customers maximize the value of our solutions through responsive technical support, troubleshooting, and issue resolution.
In addition to managing support requests, you will contribute to the growth and scalability of our support operations by creating knowledge base content, supporting customer training
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