SaaS Technical Support Specialist — Customer Success

Trinnex

Gresham (OR)

On-site

USD 78,000 - 129,000

Full time

14 days+

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to deliver expert support, troubleshoot issues, and advocate for customer-driven enhancements. You will work with Product, Engineering, Sales, and Customer Success to improve the user experience and drive adoption across our cloud platform.

You’ll also help create knowledge base content, support training, and communicate product updates. Some travel may be required as part of this role.

Qualifications

Experience in a B2B SaaS technical support, IT help desk, customer success, or related role.
API fundamentals; experience reviewing API logs is a plus.
Proficiency with Zendesk and Azure DevOps.

Responsibilities

Serve as primary contact for customer technical support requests via Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions.
Collaborate with Engineering and Product to elevate critical issues and drive improvements.
Monitor ticket queues and SLAs to ensure service quality.
Maintain Zendesk workflows, reporting, and knowledge base content.
Support training and onboarding content and customer success initiatives.
Assist in customer demonstrations and health checks to drive adoption.