Technical Support Engineer

🔥 12 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Foundant Technologies

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 Non-profit

💊 Pharmaceuticals

Non-profit • Pharmaceuticals

Foundant Technologies is a company dedicated to maximizing the impact of the philanthropic community through specialized software solutions. Their offerings include grant management software tailored for nonprofits, foundations, and community foundations. Foundant focuses on providing user-aligned cloud technology and exceptional service to help funders and grantseekers streamline their operations and dedicate more time to their missions.

📋 Description

• Analyze complex client issues and determine whether Support or Engineering should resolve them • Reproduce issues, confirm client impact, and create complete, prioritized Jira escalations • Own escalations through deployment and confirm fixes with Support and clients • Translate technical status, timelines, client context, and business impact between Support and Engineering • Investigate configuration, data, integration, workflow, upgrade, and performance issues • Document root causes in Zendesk and Jira • Use log analysis, monitoring tools, Postman, browser developer tools, and SQL to isolate failures • Resolve escalations that do not require Engineering • Identify recurring defects and process gaps and provide evidence to Product and Engineering • Maintain the Known Issues page and contribute to internal release notes • Define escalation standards, maintain playbooks and knowledge base articles, and mentor team leads and Support Engineers

🎯 Requirements

• 5+ years in SaaS technical Support or a similar client-facing technical role • 2+ years handling Tier 2/3 escalations or working directly with Engineering teams • Proven ability to troubleshoot complex software issues independently and document findings clearly • Working knowledge of SQL, REST APIs and integrations, SSO/MFA/OAuth/OpenID, JavaScript, XML/JSON, and web/network protocols (HTTP, TLS, TCP/IP) • Experience with log analysis or monitoring platforms • Experience with ticketing/issue-tracking systems; Zendesk and Jira preferred • Must be legally eligible to work in the United States or Canada • Experience with SmartSimple or similar grants management or nonprofit software preferred • Technical lead or mentoring experience preferred • Familiarity with Agile/Scrum and incident or problem management (ITIL) preferred • Hands-on use of AI tools in Support work preferred

🏖️ Benefits

• Competitive salary and benefits • Tuition reimbursement • Lifestyle reimbursements • Bespoke mindfulness and fitness initiatives • Flexible PTO policy • Professional and personal development opportunities • Internal mobility and career growth opportunities • Autonomy and responsibility • Employee recognition • Accommodations throughout the interview and employment process