Water Tech SaaS Support Analyst

Trinnex

Columbia (SC)

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 team in the United States. You will be the product expert, delivering responsive support, troubleshooting, and issue resolution for our customers while collaborating with Product, Engineering, Sales, and Customer Success to improve the user experience and drive adoption.

Responsibilities include leading Zendesk ticket handling, developing knowledge base content, and supporting customer training.

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 Zendesk ticket handling and resolve customer issues in a timely, accurate manner.
Create, maintain, and publish knowledge base articles, FAQs, and tutorials for internal teams and customers.
Assist in product demonstrations, onboarding, training materials, and customer success workshops.