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Foundant Technologies

Support Engineer

Foundant Technologies

Support Engineer managing technical support issues for nonprofit clients using the SmartSimple platform. Collaborating with internal teams to ensure high-quality support and client satisfaction.

Posted 7/7/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting complex software issues and managing technical support tickets within defined SLA targets. Proficient in client communication and mentoring junior staff while maintaining documentation and knowledge base articles.

Highest-signal resume keywords
Technical Support ExperienceTroubleshooting Complex Software IssuesZendesk ProficiencyHTML/CSS FamiliarityAgile/Scrum Exposure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
TroubleshootingConfiguration ManagementData Problem DiagnosisWorkflow Error ResolutionTicket Documentation
Soft Skills
Clear CommunicationEmpathyClient Trust BuildingMentoring
Tools & Technologies
ZendeskSmartSimpleWeb-Based Applications
Industry Keywords
SaaSGrants ManagementNonprofit Software

About the role

Key responsibilities & impact
  • 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

What you’ll need
  • 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

Comp & perks
  • 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