SaaS Technical Support & Customer Success Specialist

Trinnex

Greenville (NC)

On-site

USD 78,000 - 129,000

Full time

14 days+

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Job summary

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to join our growing team. You will serve as a trusted product expert, helping customers maximize value through responsive technical support, troubleshooting, and issue resolution.

You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges, improve the user experience, and drive adoption. You will also help create knowledge base content and support 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; experience reviewing API logs is a plus.
Experience with support and development tools such as Zendesk and Azure DevOps.
Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical audiences.
Ability to analyze technical issues, identify root causes, and develop effective solutions with limited supervision.
Experience presenting software functionality, conducting demonstrations, and supporting customer training sessions.

Responsibilities

Lead technical support interactions via Zendesk, ensuring timely and accurate resolutions.
Collaborate with Engineering and Product teams to address critical issues and communicate updates.
Create and maintain knowledge base content, FAQs, and tutorials for users and internal teams.
Assist in customer onboarding, training materials, and workshops to drive adoption.