SaaS Tech Support Engineer for Customer Success
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Job summary
CDM Smith Inc. is seeking a technically savvy SaaS Technical Support Analyst to serve as a product expert, delivering responsive technical support, troubleshooting, and issue resolution for customers of our SaaS platform.
You will work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve UX, and drive adoption. Responsibilities include knowledge base content, training support, and communicating product updates to users.
Qualifications
- Bachelor's degree required.
- 2+ years of related experience preferred.
Responsibilities
- Serve as primary contact for customer technical support via Zendesk.
- Troubleshoot SaaS platform issues and resolve customer problems.
- Collaborate with Engineering and Product to escalate and resolve issues.
- Monitor queues and SLAs; maintain Zendesk workflows and reporting.
- Contribute to knowledge base content and customer training materials.
- Assist Sales and Customer Success with technical demonstrations and onboarding.
Skills
Education
Tools
Job description
CDM Smith Inc. is seeking a technically savvy SaaS Technical Support Analyst to serve as a product expert, delivering responsive technical support, troubleshooting, and issue resolution for customers of our SaaS platform.
You will work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve UX, and drive adoption. Responsibilities include knowledge base content, training support, and communicating product updates to users.
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