SaaS Technical Support Engineer

Trinnex

Sterling Heights (MI)

On-site

USD 78,000 - 129,000

Full time

4 days ago

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Job summary

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to deliver responsive technical support, troubleshoot issues, and partner with Product and Engineering teams. You will help customers maximize the value of our cloud solutions and contribute to knowledge base content and training initiatives.

The role emphasizes customer-focused resolutions, collaboration across teams, and ongoing improvements to adoption and retention.

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 teams to address critical issues and customer-driven enhancements.
Monitor queues and SLAs to ensure service levels are met.