SaaS Technical Support & Solutions Specialist

Trinnex; Eugene (OR); On-site; USD 78,000 - 129,000; Full time

Job summary

CDM Smith is seeking a technically proficient SaaS Technical Support Analyst to be the trusted product expert for customers. You will handle Zendesk tickets, troubleshoot platform issues, and collaborate with Product, Engineering, and Sales to improve the user experience and drive adoption.

You will also contribute to knowledge base content and training initiatives, and support onboarding and customer success efforts across client accounts. Domestic and international travel may be required.

Qualifications

• Bachelor's degree required.
• 2 years of related experience required.
• Experience with B2B SaaS support preferred.
• Ability to explain technical concepts clearly to non-technical audiences.

Responsibilities

• Serve as the primary contact for customer technical support via Zendesk.
• Troubleshoot SaaS platform issues and resolve defects.
• Collaborate with Engineering and Product to drive customer-driven improvements.
• Create knowledge base content, FAQs, and tutorials.
• Support onboarding and customer success activities.

Skills

B2B SaaS support

Web apps & SaaS

API fundamentals

Zendesk

Azure DevOps

Strong communication

Issue analysis

Software demos

Education

Bachelor's degree

2 years related experience

Tools

Zendesk

Azure DevOps

Job description

CDM Smith is seeking a technically proficient SaaS Technical Support Analyst to be the trusted product expert for customers. You will handle Zendesk tickets, troubleshoot platform issues, and collaborate with Product, Engineering, and Sales to improve the user experience and drive adoption.

You will also contribute to knowledge base content and training initiatives, and support onboarding and customer success efforts across client accounts. Domestic and international travel may be required.