Foundant Careers

Support Engineer

Remote (United States), Canada

Sponsorship not specifiedDetected 15 days ago

HTMLCSSData StructuresAccessibilityProduct ManagementAgileCustomer SupportZendeskLeadershipCommunicationCollaboration

About the role

Together, we're setting new standards in innovation, flexibility, and impact management by helping organizations achieve their missions more efficiently and effectively.
Where You'll Work: As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology.
Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive.

Technical troubleshooting & ticket resolution Own and resolve a high volume of technical support tickets across the SMS product, from triage through closure, within defined SLA targets.
Escalate appropriately to Tier 3 / engineering when issues exceed Support scope, providing thorough documentation to accelerate resolution.
Maintain accurate, timely ticket documentation in Zendesk - including root cause analysis, resolution steps, and client-facing summaries.
Build trust with clients through consistent follow-through, transparency about timelines, and proactive updates on open issues.
Collaborate with Implementation Consultants during active client engagements to resolve configuration or technical blockers.
Knowledge & documentation Author and maintain internal knowledge base articles, troubleshooting guides, and resolution playbooks for common SMS issues.
Stay current on SmartSimple product updates, new features, and known issues - translating changes into support team readiness.
Team collaboration Partner with Implementation Consultants, Project Managers, and the Director of Technical Support to align on priorities and share cross-functional context.
Mentor junior support staff on technical troubleshooting approaches and platform knowledge.
From grant management and community foundations to process automation and data collaboration, our combined expertise supports a diverse range of organizations - from nonprofits and charitable entities to corporations and governments.

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 - breaking down problems systematically and documenting findings clearly.
If you have accessibility requirements during the recruitment process and require accommodation, please contact hr@smartsimple.com.

Experience working in a ticketing system (Zendesk preferred) and managing a personal queue to SLA.
Preferred Experience with SmartSimple or similar grants management / nonprofit software platforms.

We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
With our Flexible PTO policy, you'll have the freedom to manage your time in a way that supports your personal well-being and professional success.

At Foundant, we empower mission-driven organizations to manage their data, workflows, and impact with our comprehensive software solutions.
We've created a powerhouse of solutions designed to meet the unique needs of organizations striving to make a difference.
At the heart of everything we do is a commitment to innovation and making a positive impact.
As part of a larger organization, you'll have even more opportunities to grow your career.
Employee recognition is a core part of our culture.

equal opportunity employer, committed to building a diverse workforce that represents the communities we serve.

d encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous s

This listing is sourced directly from Foundant Careers's careers page and normalized into a canonical job model.