Foundant Technologies

Support Engineer

• Provide exceptional customer support to end users
• Help customers resolve day-to-day challenges by delivering innovative and scalable resolutions
• Respond to email, online, and telephone client support requests
• Troubleshoot, triage, and resolve customer support issues; providing concise details to internal teams and to the customer
• Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business processes, and escalate to subject matter experts with recommendations
• Capture details of support requests in ticketing system powered by Zendesk
• Ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements
• Facilitate relationships across various customer teams, internal teams, and departments to further strengthen customer partnerships
• Help test fixes provided by the Development team and incorporate them into client systems
• Advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes

Technical Support Representative

Customer Support

• Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails
• Develop and maintain a high degree of Foundant product knowledge
• Ensure client handoffs between team members with and external from support go smoothly
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution
• Strategize and problem solve with team members to ensure that clients have the best possible experience
• Enable cross-team communication with leadership and other team members
• Provide internal and external training on selected Foundant software products and the feature/function of these products
• Contributor to continuous process improvement within and between all areas of Client Support
• Work with Support Specialist team to ensure consistent support is available during all available support hours
• Assist with client-related projects
• Other duties as assigned.

Client Support Specialist

Software Engineer

• Own development, QA, and Cloud Operations functions for SaaS products
• Build and mentor engineering teams
• Establish engineering standards and drive architectural decisions
• Collaborate with product management and design teams
• Ensure systems are scalable, secure, and reliable

Senior Director, Engineering

Customer Success Manager

• lead, mentor, and inspire a team of Client Success Managers
• establish clear performance goals and provide ongoing coaching
• drive exceptional outcomes for enterprise clients by creating and delivering best practices
• design and implement scalable success frameworks
• act as the primary escalation point for enterprise clients
• serve as a trusted advisor to senior client stakeholders
• partner with Product, Engineering, and other internal teams
• collaborate with Sales and Account Management to support renewals
• monitor and analyze key success metrics
• develop and refine processes, tools, and resources

Senior Manager, Enterprise Client Success

Accountant

• Global Accounting Operations: Reconcile assigned domestic and international bank accounts.
• Calculate and book assigned monthly expense accruals.
• Calculate and book assigned Income Statement expense allocations.
• Book and reconcile Intercompany entries, ensuring alignment with transfer pricing policies.
• Review automated payroll entries for accuracy and adjust as needed.
• Maintain key balance sheet schedules to ensure they are up-to-date and reconcile to the Trial Balance.
• Investigate and record adjustments to ensure compliance with U.S. GAAP.
• Complete all requested PBCs in a timely and accurate manner as directed.
• Update assigned schedules for the notes to the financial statements.
• Perform ad hoc analyses and projects as directed.

Technical Support Representative

Client Support Specialist

Senior Director, Engineering

Senior Manager, Enterprise Client Success

Staff Accountant