SaaS Technical Support & Customer Enablement

Trinnex

Essex (VT)

On-site

USD 78,000 - 129,000

Full time

9 days ago

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Job summary

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to serve as a trusted product expert. You will resolve complex customer issues, contribute to knowledge base content, and work with Product, Engineering, Sales, and Customer Success to drive adoption and retention.

The role emphasizes technical leadership, content development, and customer success support across onboarding and training initiatives.

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; API log review is a plus.
Experience with Zendesk and Azure DevOps.

Responsibilities

Serve as primary contact for customer technical support via Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions.
Partner with Engineering and Product to elevate issues and advocate for improvements.
Monitor ticket queues and SLAs to ensure service levels are met.
Administer and maintain Zendesk environment, workflows, and reporting.
Communicate status and updates to customers clearly and proactively.
Create knowledge base content and customer training materials.
Support onboarding sessions, product training, and workshops.
Assist in health checks and retention initiatives with Customer Success.
Explain new features and roadmaps to customers to drive adoption.