SaaS Technical Support Analyst - Water Tech Impact

ATLVets Inc.; Topeka, Northern (KS, KY); Hybrid; 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.

You will work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve user experience, and drive adoption and retention. Travel may be required based on project needs.

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.

Responsibilities

• Serve as the primary point of contact for customer technical support requests through Zendesk.
• Troubleshoot SaaS platform issues and deliver timely resolutions.
• Collaborate with Engineering and Product to emulate issues and drive enhancements.
• Monitor queues and SLAs to ensure reliable support.
• Create and maintain knowledge base content and self-service resources.
• Support customer onboarding, training, and product demonstrations.

Skills

SaaS support

Customer success

Technical communication

Troubleshooting

Bug investigation

Data-driven support metrics

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.

You will work with Product, Engineering, Sales, and Customer Success to resolve challenges, improve user experience, and drive adoption and retention. Travel may be required based on project needs.