SaaS Technical Support Analyst — Customer Success

Trinnex

Las Vegas (NV)

On-site

USD 78,000 - 129,000

Full time

7 days ago

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Job summary

CDM Smith in the United States seeks a technically savvy SaaS Technical Support Analyst to join our growing team. You will serve as a product expert, delivering responsive technical support, troubleshooting, and issue resolution for our customers.

You will collaborate with Product, Engineering, Sales, and Customer Success to improve the user experience, contribute knowledge base content, training, and onboarding materials, while ensuring SLAs are met and customer adoption grows.

Qualifications

Bachelor's degree required.
2 years of related experience.
Experience in a B2B SaaS technical support, IT help desk, customer success, or related role is preferred.

Responsibilities

Serve as primary contact for customer technical support requests via Zendesk.
Troubleshoot SaaS platform issues and resolve customer tickets.
Collaborate with Engineering and Product to escalate issues and implement customer-driven improvements.
Create, maintain, and publish knowledge base content and training materials.
Support customer onboarding, training sessions, and workshops to drive adoption.