Technical Support Engineer

Escalation quality (accepted by Engineering without rework) · Time to escalate · MTTR for escalated tickets · Recurring-defect trend · CSAT and partner feedback

What You'll Need:

• 5+ years in SaaS technical Support or a similar client-facing technical role, including 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 and 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.
• Technical lead or mentoring experience; familiarity with Agile/Scrum and incident or problem management (ITIL); hands-on use of AI tools in Support work.

What You'll Bring to Our Team Dynamics:

• Adaptive Achievement: You're a driven, technically strong problem solver with a strong sense of ownership — you stay on an issue until it is fixed and confirmed, and you take the initiative to find patterns without being asked.
• Productive Collaboration: You work constructively with both Support and Engineering and strengthen how they collaborate, influencing across teams without formal authority.
• Service Orientation: You communicate with excellence, in writing and in conversation, for both technical and non-technical audiences — giving Support clear status and realistic timelines
• Business Insight: You bring analytical depth to the work, quantifying recurring defects and bringing evidence to Product and Engineering, and you understand the nonprofit and philanthropic sector.

Why You’ll Love Working at Foundant:

• At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change. 
• 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. 
• We’re committed to your professional and personal development.  With our merger, you'll have the chance to collaborate across teams, giving you exposure to diverse ideas, expertise, and projects that span multiple industries.  
• As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals 
• You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought. 
• Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!  

Foundant is an equal opportunity employer, committed to building a diverse workforce that represents the communities we serve. We welcome and 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 status, age, disability, or individuals who may require accommodation. 

Foundant is also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact hr@smartsimple.com.