SaaS Technical Support Analyst — Water Tech Champion

Trinnex; Colorado Springs (CO); 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 team. You will act 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 teams.

You will also contribute to growing our support operations by creating knowledge base content, supporting training initiatives, and communicating product updates to users.

Qualifications

• Bachelor's degree.
• 2 years of related experience.
• Domestic and/or international travel may be required.

Responsibilities

• Serve as primary contact for customer technical support via Zendesk.
• Troubleshoot platform issues and coordinate with Engineering for fixes.
• Maintain Zendesk environment, workflows and reporting.
• Create knowledge base content and training materials.
• Support sales demos and customer onboarding sessions.

Skills

B2B SaaS support

Strong communication

Issue analysis

Troubleshooting

Product demos

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to join our team. You will act 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 teams.

You will also contribute to growing our support operations by creating knowledge base content, supporting training initiatives, and communicating product updates to users.