Support Engineer

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Foundant Technologies

WebsiteLinkedInAll Job Openings

51 - 200 employees

Our mission is to maximize the impact of the philanthropic community.

📋 Description

• Own and resolve a high volume of technical support tickets across the SMS product, from triage through closure, within defined SLA targets. • Diagnose and troubleshoot complex configuration issues, data problems, integration failures, and workflow errors within the SmartSimple platform. • Maintain accurate, timely ticket documentation in Zendesk. • Identify recurring issue patterns and surface them to leadership for proactive resolution or product feedback loops. • Communicate clearly and empathetically with nonprofit clients. • Build trust with clients through consistent follow-through and proactive updates on open issues. • Author and maintain internal knowledge base articles and troubleshooting guides. • Mentor junior support staff on technical troubleshooting approaches and platform knowledge.

🎯 Requirements

• 4–6 years of experience in a SaaS technical support, application support, or similar client-facing technical role. • Demonstrated ability to troubleshoot complex software issues independently. • Experience working in a ticketing system (Zendesk preferred). • Strong written communication skills. • Comfortable working across data structures, configurations, and workflows in web-based enterprise applications. • Preferred: Experience with SmartSimple or similar grants management / nonprofit software platforms. • Familiarity with HTML, CSS, or basic scripting in a support or configuration context. • Exposure to Agile / Scrum delivery methodology.

🏖️ Benefits

• Competitive salary and benefits • Tuition reimbursement • Lifestyle reimbursements • Mindfulness and fitness initiatives • Flexible PTO policy • Professional and personal development opportunities • Opportunities for internal mobility • Employee recognition programs