Technical Support Engineer

The Technical Support Engineer (TSE) for SmartSimple (SMS) is the pivot between the Support team and the Engineering and Development teams. You will analyze the most complex client issues, decide what Support can resolve and what needs Engineering, and make sure every escalation reaches Engineering complete, reproducible, and prioritized by client impact. You will then own it through to a confirmed fix., * You’ll serve as the trusted point of contact between both teams, reviewing escalations before they reach Engineering: you’ll reproduce the issue, confirm client impact, and package a complete Jira ticket (steps, logs, environment, priority).

• You’ll own each escalation through to deployment - following up with Engineering, challenging constructively where ownership or impact is unclear, and confirming the fix with Support and the client, because the work isn’t finished until the client’s outcome is.
• You’ll translate between both sides, giving Support clear status and realistic timelines, and giving Engineering client context and business impact., * You’ll lead investigation of complex configuration, data, integration, workflow, upgrade, and performance issues using structured problem analysis, documenting root cause in Zendesk and Jira.
• You’ll use log analysis and monitoring tools (such as Kibana or AppDynamics), Postman, browser developer tools, and SQL to isolate failures.
• You’ll resolve escalations that do not need Engineering, so developer time goes to confirmed defects.

Patterns & enablement

• You’ll identify recurring defects and process gaps, quantify them, and bring evidence to Product and Engineering to drive permanent fixes - because the people we serve feel every defect we let repeat.
• You’ll take responsibility for maintaining the Known Issues page and contributing to internal release notes.
• You’ll raise ticket quality across Support: defining what a good escalation looks like, maintaining playbooks and knowledge base articles, and mentoring team leads and Support Engineers.
• Other duties as assigned.

How Success is Measured:

In 90 days: onboarded, relationships built with Support leads and Engineering, and ownership of the escalation flow. Within six months: measurable gains in escalation quality and turnaround, pattern reporting that Product and Engineering act on, and recognition from both teams as their trusted point of contact.

CORE METRICS

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

• 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.

Preferred

• 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.

• 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!

At Foundant, we build mission-critical software for the social good ecosystem - helping foundations, grantmakers, nonprofits, and community organizations streamline their work, strengthen relationships, and maximize their impact. We serve the giving community worldwide with a comprehensive suite of solutions spanning grant management, community foundation software, and giving analytics.

We’re a unified company shaped by strong roots across our product portfolio, and we operate with intention and purpose. Our team of ~350 people across six countries is connected by a shared North Star: to be the trusted partner and strategic advisor to the communities we serve.

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.
• With office locations in Bozeman, MT, Toronto, Canada, and Dublin, Ireland, you’ll be part of a globally connected team. Whether you’re working remotely or from one of our office locations, you’ll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.